Analyst PTP role at UPL managing invoice processing and vendor inquiries for financial operations. Requires SAP experience and accounting knowledge in a global organization based in Pune.
About the role
- CX Partners Analyst supporting partners and end-users in São Paulo. Handling technical inquiries and ensuring exceptional customer experience across various channels.
Responsibilities
- Provide support to Partners (gyms and personal trainers).
- Serve as the main point of contact for our Partners when issues or questions arise, ensuring an exceptional service delivery to maximize their satisfaction.
- Provide timely and effective resolutions to Partners’ inquiries, primarily via email, chat and WhatsApp, ensuring a seamless experience.
- Assess and analyze Partners’ needs, escalating issues to other Wellhub services or technical teams when necessary. Ensure follow-up on escalated matters to maintain a high standard of service.
- Stay informed about product updates and improvements to provide accurate, up-to-date information to Partners.
- Use our CRM to look up product and service details, ensuring Partners and Personal Trainers receive accurate and useful information.
- Ensure adherence to all operational and compliance procedures, maintaining the highest standards of service integrity.
- Be flexible, proactive and able to manage multiple tasks simultaneously, effectively prioritizing to deliver timely solutions.
- Approach Partners’ inquiries with critical thinking and problem-solving skills, with the ability to navigate complex issues and deliver satisfactory resolutions.
Requirements
- Reside in São Paulo.
- Availability to come to the office at least once per month.
- Availability to work from 11:00 to 19:00.
- Experience with customer support tools, preferably Zendesk.
- Familiarity with data tools (Excel, Metabase, etc.) for data queries.
- Previous experience in customer service, providing multichannel support.
- Comfortable handling phone support.
- Intermediate English is a plus.
Benefits
- WELLHUB: Free Gold+ plan with access to thousands of gyms and studios, digital fitness programs and online resources for meditation, nutrition, mental health support, sleep routines and more. You can also add up to 3 family members to your plan.
- WELLZ: A unique, comprehensive mental well-being resource. Wellz offers personalized journeys that combine weekly cognitive-behavioral therapy sessions (52 per year) with on-demand content.
- HEALTH & CARE: Health insurance, dental plan and life insurance.
- FLEXIBLE WORK: With a work model that prioritizes flexibility, we offer hybrid and remote positions so you can work in the way that suits you best. The work model for this specific role can be discussed with the recruiter and leadership. Once you join Wellhub, you can also use our home office reimbursement to set up your home workspace.
- PAID TIME OFF: Time to disconnect and recharge is important. We offer vacation after 6 months of employment + 3 days off per year + 1 additional day off for each year with the company (up to a total of 5 days) + 1 day off during your birthday month.
- PAID PARENTAL LEAVE: Welcoming a new family member is a special moment. We want every employee to be truly present and enjoy that time with family. We offer 100% paid parental leave to all new parents. Those who give birth also receive extended leave (Empresa Cidadã) and a ramp-back period, allowing part-time work until they adjust to the new routine.
- PROFESSIONAL DEVELOPMENT: Access global learning platforms, participate in interactive sessions, build your personalized development roadmap and explore internal opportunities. We focus on continuous learning and feedback to support your personal and professional growth.
- CULTURE: Join a dedicated team that comes together to break boundaries, support one another and create lasting impact in corporate well-being. We succeed together, cultivating trust through transparent communication and a culture where every perspective matters.
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