Customer Service Representative assisting customers with ferry bookings and inquiries. Responsible for maintaining high customer satisfaction in a fast - paced travel environment.
About the role
- Analyst supporting customer journey mapping at Stefanini. Engaging in customer experience improvements for financial services and insurance products.
Responsibilities
- Support mapping of existing journeys in the Zendesk platform, identify improvement opportunities, contributing to an increasingly customer-centric culture.
- Map and analyze customer and broker journeys, identifying improvement opportunities for insurance products and services on the Zendesk platform.
- Monitor metrics including NPS, CSAT, CES; maintain a strategic view of data and translate it into continuous improvement actions.
- Track customer experience metrics with a focus on retention, loyalty, and customer delight.
Requirements
- Bachelor's degree in progress or completed in Business Administration, Marketing, or related fields.
- Experience in Customer Experience, preferably in financial services companies, insurance brokers, or insurers.
- Knowledge of insurance products (auto, life, or homeowners).
- Knowledge of journey mapping and continuous improvement methodologies.
- Analytical ability to interpret data and generate strategic recommendations.
- Excellent communication skills and the ability to work with cross-functional teams.
- Strategic mindset with a customer-focused approach to work in CX.
Benefits
- Meal allowance or meal voucher;
- Discounts on courses, universities, and language schools;
- Stefanini Academy — platform with free, up-to-date online courses and certificates;
- Mentoring;
- Perks club for medical consultations and exams;
- Medical insurance;
- Dental insurance;
- Perks club with discounts at leading establishments;
- Travel club;
- Pet care benefits.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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