Customer Service Analyst focusing on exclusive clients through strategic meetings and continuous improvement. Monitoring key indicators and enhancing overall client experience.
Responsibilities
Work focused on one or two dedicated clients
Proactively follow up with clients
Monitor KPIs such as NPS, CSAT, and retention rate
Propose internal improvements and collaborate with vendors
Use tools such as HubSpot, Movidesk and GRT
Document discussions and action items
Develop structured agendas and deliver trainings/webinars
Identify upsell and cross-sell opportunities
Requirements
Basic to intermediate knowledge of Occupational Health and Safety (OHS)
Previous customer service experience (Junior, Mid or Senior level)
Familiarity with tools such as CRM (HubSpot), Movidesk and/or GRT
Ability to analyze data and produce management reports
Excellent communication, active listening and consultative approach
Organized, strategic thinker with a collaborative mindset
Benefits
Access to a Swile card for meal and food benefits
Health insurance (extendable to legal dependents)
Dental plan
Life insurance
Wellhub (discounts on gyms and fitness partners)
Access to the Moodar platform for online psychotherapy
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