Graduate Analyst applying analytical skills to solve client problems at Aurora. Training in energy markets and involvement in live client projects in Sydney.
About the role
- Customer Service Analyst providing support to clients in a growing startup. Working with effective communication and conflict resolution via multiple channels.
Responsibilities
- Atendimento ao cliente (inquilino, corretor e imobiliária)
- Prestar suporte por canais como telefone, e-mail, chat e WhatsApp
- Esclarecer dúvidas sobre garantias locatícias, boletos, inadimplência, cobertura da garantia e processos em andamento
- Registrar e acompanhar atendimentos via CRM
- Garantir o cumprimento dos SLAs e a resolução no primeiro contato sempre que possível (FCR)
- Mediação de conflitos
- Atuar de forma empática e imparcial na mediação de divergências entre inquilino, corretor e imobiliária
- Encaminhar solicitações para áreas responsáveis (Comercial, administrativo, financeiro e felicidade do cliente)
- Relacionamento com o cliente e experiência do usuário
- Colaboração ativa na revisão e atualização de conteúdos e fluxos operacionais
Requirements
- Conhecimento básico sobre locação de imóveis
- Noções sobre o funcionamento de uma garantidora de pagamento
- Familiaridade com CRM (ex: Zendesk, Hubspot, preferencialmente de RD Station)
- Pacote Office e ferramentas Google (forms, Docs, etc.)
- Experiência com fluxos de atendimento e resolução de conflitos
- Conhecimento em ferramentas de atendimento omnichannel (e-mail, chat, telefone, WhatsApp)
Benefits
- Home office
- Full time
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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