Analista de Experiência do Cliente | Customer Experience Analyst (Remoto)
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
The ideal candidate for this position should have:
- 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.
Amorim is an inclusive environment where we value diversity and the unique contributions of each individual. If you have read and are interested in this opportunity, please apply now, and let's build a borderless world together!