Hybrid Customer Service Analyst I

at Kovi

• Job title: Customer Service Analyst I
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sao Paulo, Brazil

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.