Senior Analyst managing bereavement - related cases in HR at RTX Corporation. Collaborating with vendors and internal teams to improve overall employee and family experience.
About the role
- Junior Customer Experience Analyst at Stefanini managing sensitive client inquiries and improving quality indicators. Collaborating for efficient customer journeys with a focus on satisfaction metrics.
Responsibilities
- Support the customer experience by directly handling sensitive and strategic inquiries from critical channels such as Ombudsman (Ouvidoria) and Reclame Aqui.
- Monitor and analyze quality metrics, propose process improvements, and contribute to building more efficient customer journeys aligned with customer satisfaction.
- Handle or manage cases in critical channels (Ombudsman, Reclame Aqui, Procon or similar).
- Analyze quality indicators such as NPS, CSAT, SLA, resolution time, and recurrence.
- Draft formal, conciliatory, and resolution-focused responses with excellent written communication.
Requirements
- Bachelor's degree completed or in progress (Administration, Communications, Relationship Management, Management Processes, or related fields)
- Previous experience in customer service or case management in critical channels (Ombudsman, Reclame Aqui, Procon, or similar)
- Proficiency in Microsoft Office suite
- Excellent verbal and written communication
- Experience with quality metrics (NPS, CSAT, SLA), resolution time, and recurrence
- Ability to craft formal, conciliatory, and resolution-oriented responses with strong written communication skills
- Experience with the Hugme platform (plus)
- Experience with Salesforce (plus)
- Knowledge of Insurance, Dental, Capitalization, or Consortium products (advantage)
Benefits
- Meal or food voucher
- Discounts on courses, universities, and language schools
- Stefanini Academy - platform with free, up-to-date online courses and certificates
- Mentoring
- Benefits club for medical consultations and exams
- Medical assistance
- Dental assistance
- Discount club with benefits at leading establishments
- Travel club
- Pet care benefits (partnership)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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