Customer Experience Representative assisting customers with inquiries on underwriting, billing, and policies. Managing inbound calls and providing personalized support for AssuranceAmerica clients.
About the role
- Customer Success Analyst focused on client retention in the construction sector. Engage and communicate with clients to prevent cancellations and improve service experience.
Responsibilities
- Provide outbound and inbound support via chat and WhatsApp to clients requesting cancellation due to project completion, ensuring clear, empathetic communication and advanced-level written skills.
- Work strategically on customer retention, identifying opportunities to reverse churn (planned and unplanned), offering appropriate alternatives such as extensions, pauses, plan changes, or other commercial arrangements.
- Analyze the reason for cancellation critically and consultatively, distinguishing between planned churn (scheduled project completion) and unplanned churn, and accurately record information in the system.
- Apply negotiation and persuasion techniques, respecting the client's context and company policies, focusing on minimizing losses and maximizing retention or customer value.
- Update and maintain detailed records of interactions, ensuring data quality, traceability of decisions, and support for churn and retention metrics analysis.
Requirements
- Bachelor's degree completed or in progress in any field; a degree in Civil Engineering is a plus.
- At least 1 year of prior customer service experience, preferably in Customer Success (CS) or Customer Experience (CX).
- Specific experience with cancellation processes, with an understanding of best practices to ensure an optimal customer experience.
- Strong communication: Ability to communicate clearly and persuasively, both verbally and in writing.
- Resilience: Ability to handle rejection and challenges while maintaining motivation and focus on goals.
- Flexibility: Adapt to different situations and demands, adjusting approaches as needed.
- Proactivity and ownership: Strong sense of responsibility for results and willingness to take initiative to achieve goals.
Benefits
- Work modality: Hybrid (2 days in-office / 3 days remote) — Home office allowance BRL 70.00.
- Mobility benefit options (commuter pass/VT, fuel allowance, or parking).
- Meal voucher: Subsidized by the company BRL 35.00/day (paid via Flash Benefícios card).
- Health insurance: Porto Seguro Prata Mais for employee and dependents (no monthly fee for the employee; dependent premiums apply).
- Dental plan: Sul-América with no copayment.
- Mental health program.
- Life insurance.
- Partnerships with universities and language schools to support continued education.
- Pharmacy agreements — Drogaria São Paulo and Drogaria Pacheco.
- Sesc partnership.
- Total Pass (discounts on gyms and sports).
- Day off during the birthday month.
- Extended paternity leave: 20 consecutive days.
- Extended maternity leave: 180 consecutive days.
- Childcare assistance.
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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