We are looking for a Senior Customer Service Analyst to provide administrative and operational support to accredited establishments, ensuring excellent service, guidance on processes and the use of services, as well as contributing to operational efficiency and customer satisfaction.

Model: Remote

Employment Type: Contractor (PJ) or Cooperative Member

Hours: Monday to Friday, 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM

Requirements

• Minimum of 3 years of experience in customer service, operational support, or administrative routines;

• Bachelor's degree completed;

• Experience in customer service and support;

• Knowledge of administrative processes;

• Basic/intermediate proficiency in Microsoft Office;

• Strong verbal and written communication skills;

• Ease in handling phone support and building relationships with customers.

Desirable Knowledge

• Knowledge of CIOT and electronic freight payment;

• Knowledge of Toll Vouchers (Vale Pedágio);

• Knowledge of TMS (Transportation Management Systems);

• Experience in customer service within the logistics or transportation sector;

• Experience with corporate systems and operational processes.

Responsibilities

• Provide customer service and support via phone, email, and other communication channels;

• Guide customers on processes, registrations, transactions, and the use of services;

• Support operational activities of the customer service department;

• Ensure compliance with internal processes and procedures;

• Monitor and resolve customer operational demands;

• Record interactions and track requests until completion;

• Contribute to the continuous improvement of processes and customer experience;

• Work collaboratively with other areas to ensure efficient resolution of demands.

Differentials

• Previous experience in logistics or transportation companies;

• Knowledge of processes related to freight, CIOT, and Toll Vouchers;

• Familiarity with transportation management systems (TMS);

• Experience in high-volume customer service environments.

Profile

• Communicative profile focused on customer service;

• Empathy and ability to handle different customer profiles;

• Organization and attention to detail;

• Problem-solving skills and decision-making ability;

• Proactivity and sense of responsibility;

• Ease in working in a team and collaborating with different areas;

• Commitment to service quality and customer satisfaction.