Customer Success Analyst (Mid-level) – Cancellations

Job Description

Join our team as a Customer Success Analyst, focusing on cancellation management and customer retention. You'll be responsible for handling cancellation requests via phone, chat, WhatsApp, and email. Your main goal will be to reverse these requests by resolving issues, managing expectations, answering questions, and addressing conflicts. You'll also propose retention strategies and activities to keep customers engaged, suggest improvements to tools and processes, and take part in training and performance meetings.

Qualifications

1. Excellent communication skills. 2. Proficiency in persuasion and negotiation techniques. 3. Strong ability to present and defend arguments. 4. Good listener with active listening skills. 5. Agile and solution-oriented mindset. 6. Ability to work effectively in a dynamic environment. 7. Previous experience in retention or sales is a plus.

Benefits

- Flexible benefit / meal allowance: BRL 45.00 per working day. - Home office allowance. - Transportation vouchers for on-site work; shuttle service from train/metro station to the office. - Bradesco health insurance. - Amil Dental dental plan. - Pharmacy assistance. - Childcare assistance. - Birthday day off. - Partnerships with fitness apps for accredited gyms. - Partnerships with online therapy and meditation platforms for mental well-being. - Partnership with SESC - Credencial Plena. - Exclusive discounts at leading universities and educational institutions. - Free access to Omie Academy for employees. - Partnership with in-company English courses. - Discount program for insurance. - Swile Shop: platform for exclusive discounts. - Partnership with Dell. - PPRL (profit-sharing program). - Travel benefits. - Life insurance.