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Analista de Experiência do Cliente Customer Experience Analyst
3 semanas atrás
AMORIM Global is a consultancy specialized in International Solutions, providing for individuals and businesses who believe in a world without borders. We offer services related to international law, immigration, international tax, investor advisory and international business.
**ABOUT THE POSITION**
We are seeking a Customer Experience Analyst to ensure exceptional client satisfaction, strengthen long-term relationships, and contribute to customer retention. This role combines direct interaction with clients and data-driven analysis, making it ideal for someone proactive, empathetic, and detail-oriented.
**YOUR DAY-TO-DAY**
In this role, you will:
- Maintain ongoing communication with clients, providing guidance, support, and a smooth experience across touchpoints.
- Act as a trusted point of contact for clients, handling inquiries and ensuring prompt, effective resolution of concerns.
- Collect and analyze customer feedback through surveys, reviews, interviews, and support tickets to identify common issues and opportunities.
- Develop customer journey maps to highlight pain points and propose improvements.
- Monitor customer experience metrics such as NPS, CSAT, and churn rate to measure and enhance satisfaction.
- Collaborate with product, marketing, and support teams to implement client-centered solutions.
- Conduct usability testing on new features or services, ensuring they align with customer expectations.
- Present actionable insights and recommendations to stakeholders, driving continuous improvement in processes, products, and services.
**THE PERSON WE'RE LOOKING FOR**
- Experience in Customer Success, Account Management or Customer Experience.
- Exceptional verbal and written communication skills in English and Portuguese.
- Professional, volunteer or academic experience with customer experience.
- Innovative vision and adaptability to navigate complex issues.
