Customer Service Representative managing customer inquiries, offers, and claims in Hamburg. Engaging with customers and supporting sales operations through ERP and CRM systems.
About the role
- Senior Customer Experience Analyst leading the customer experience team at Edify, rethinking teaching methods. Enhancing customer service quality and collaboration internally.
Responsibilities
- Supervise and develop the customer experience team, serving as a technical and behavioral reference;
- Monitor and ensure the achievement of KR's and area metrics, such as SLA, AHT (Average Handle Time), CSAT, NPS, MAU/WAU, etc.;
- Create and ensure adherence to a communication plan focused on the customer journey;
- Ensure service quality by using and proposing improvements to customer communication when necessary;
- Produce action plans, conduct root cause analysis, and prioritize initiatives;
- Act as an internal technical reference within the CX area.
Requirements
- Bachelor's degree in progress or completed in Business Administration, Communications, Project Management, or related fields;
- Proven experience in customer support/service, data analysis, and customer service operations;
- Familiarity with customer management tools (CRM) and Excel;
- Experience with techniques and tools such as Pareto analysis, 5W2H, and Ishikawa (fishbone) diagrams, etc.;
- Strong written communication and interpersonal skills.
- Organized with attention to detail to handle multiple tasks concurrently;
- Good written and verbal communication, with an empathetic approach to customer relationships;
- Proactive in supporting requests and collaborating with the team to find solutions;
- Ability to collaborate and work cross-functionally with other teams.
Benefits
- Health insurance 🩺
- Dental plan 🦷
- Meal/food allowance on CAJU card 🥗
- Home office allowance on CAJU card 💻
- Edify Online – continuous English learning platform 🌎
- Continuous learning: we promote a culture of ongoing development focused on both soft and hard skills 💻
- Birthday day off 🎂
- Childcare or babysitter allowance 🍼
- Extended maternity leave (6 months) 🍼
- Extended paternity leave (20 days) 🍼
- Gympass subscription 🏋🏾
- Life insurance 💓
- Flexible working arrangements 💻
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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