Customer Service Representative providing order entry and billing support for Kennametal’s customers. Handling inquiries and coordinating services to ensure effective resolutions.
About the role
- Customer Support Analyst focused on customer retention at Queima, helping clients manage their fitness journeys. Engaging with customers to resolve cancellations and improve their experiences.
Responsibilities
- Handle customers requesting cancellations via support platforms and WhatsApp, using empathetic, personalized, clear and retention-focused approaches aligned with the company’s tone of voice, working quickly and efficiently.
- Analyze each case, understanding the customer history, journey, engagement and the real reason for cancellation.
- Present consistent arguments that demonstrate value, benefits and alternatives.
- Identify cancellation patterns and collaborate on suggestions to improve products, processes and communication.
- Work in partnership with leadership and other areas (CX, Support and Sales) to resolve complex cases.
Requirements
- Negotiation and customer retention skills.
- Excellent written communication and strong argumentation skills.
- Active listening and the ability to understand customers’ needs.
- Problem-solver profile, able to handle obstacles and high daily volumes of requests.
- Curiosity and a positive drive for continuous improvement.
- Bachelor's degree in progress or completed.
- Experience in churn reversal/retention.
- Knowledge of churn metrics or Customer Success.
- Ability to build arguments and overcome objections.
- Experience working through high-volume periods (Black Friday, campaigns, etc.).
- Familiarity with data and analytics.
Benefits
- Queima provides a Flash card for meal/food allowance.
- We offer co-pay health and dental plans with no monthly fee.
- Remote work allowance.
- For those based in Belo Horizonte (BH), we have a great, cozy office.
- Profit-sharing program (PLR - Participation in Profits and Results).
- Expectant fathers at Queima receive extended paternity leave.
- Childcare assistance.
- Financial assistance for English or Spanish classes.
- Access to our full fitness, health and wellness platform and to Smart Fit gyms across Brazil.
- A relaxed and motivating work environment.
- Development cycles and an exclusive learning platform — Queima Academy.
- Feel free — we have no dress code at Queima.
- Employee referral programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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