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About the role
- Customer Service Analyst at Kovi providing excellent support for partner drivers. Engaging with customers to enhance their experience in the innovative mobility sector.
Responsibilities
- Deliver outstanding service to Kovi partner drivers;
- Turn negative experiences into positive ones through supportive, effective service;
- Have deep knowledge of our plans, processes, and business model to answer questions accurately;
- Be responsible for finding the best solution for our drivers, coordinating with partner teams to ensure an excellent experience;
- Act as the voice of our customers by compiling feedback and opportunities to present to leadership, keeping our focus on improving the driver experience with Kovi;
- Collaborate on creating and improving processes and actions that optimize the driver experience;
- Work within the assigned shift schedule and be available to provide excellent hybrid (in-office and remote) support to our drivers.
Requirements
- Proficiency with Office tools and G Suite;
- Previous experience in customer service/CX via phone and written channels (experience in both is a plus);
- Technical or hands-on knowledge of vehicle mechanics is a competitive advantage;
- Ability to communicate empathetically and concisely;
- Flexibility and strong organizational skills—we are a company in constant transformation and change is part of our daily routine;
- Proactive problem-solving skills: we aim to be one step ahead when helping our drivers;
- Punctuality and responsibility; work according to a predefined shift schedule and through online support channels;
- Transformative mindset: always looking for new ways to deliver results;
- Team player with a willingness to share knowledge;
- Excellent verbal and written communication skills;
- Analytical with a continuous-improvement mentality.
Benefits
- Life Insurance: To take care of our greatest asset—our Kovers.
- Health Plan: It’s important to take care of your health and well-being.
- Dental Plan: So you can keep that great smile!
- Flash Card: Your meal and/or food allowance (VR/VA) on a single card.
- Partnership with SESC: Eligibility for this benefit after 90 days of employment.
- Commuter Transport Voucher or Fuel Voucher: You choose how you prefer to commute.
- Parents and Children: Childcare assistance, extended maternity leave of 180 days, and extended paternity leave of 20 days.
- Wellhub: All Kovers are entitled to access exercise benefits with part of the cost subsidized by Kovi.
- Kovenção: A company-wide meeting where Kovi leadership shares business updates with the entire team.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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