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About the role
Key responsibilities & impact- Provide consultative, personalized support to students through multiple communication channels
- Monitor the student journey, identifying opportunities to improve the experience and proposing solutions suited to individual needs
- Develop and execute student relationship, engagement, and retention strategies
- Monitor student satisfaction, performance, and experience metrics, taking preventive action in at-risk situations
- Conduct personalized interactions to provide academic support, guidance, and clarification
- Record and track requests in internal systems, ensuring high-quality and prompt service
- Partner with internal teams to resolve issues and drive continuous process improvements
- Support campaigns and initiatives aimed at increasing student satisfaction and loyalty
- Identify opportunities to enhance the student journey based on feedback and data analysis
- Prepare reports and presentations on results, metrics, and actions taken
Requirements
What you’ll need- Completed bachelor's degree or higher education technology degree
- Experience in customer service, customer relationship management, or Customer Experience/Customer Success
- Experience in educational environments is a plus
- Customer Service and Customer Experience (CX) techniques
- Knowledge of human behavior and motivation
- Customer relationship and retention methodologies
- Microsoft Office Suite, especially Excel, PowerPoint, and Outlook
- Experience with CRM tools and customer service systems is a plus
Benefits
Comp & perks- Meal or food allowance
- Transportation allowance
- Profit-sharing bonus (PLR)
- Flexible benefits: flexible allowance via Flash Card for use as preferred
- Gympass / Wellhub
- Psicologia Viva (online platform for consultations with psychologists and nutritionists)
- Health and dental insurance
- Life insurance
- Extended parental leave (up to 6 months for mothers and 20 days for fathers)
- Rede D'Or: support and essential health information for mothers and babies through a network of accredited nurses
- Birthday Day Off
- Platform offering a variety of courses to enhance your knowledge (UCA)
- Language academy (AIA)
- Leadership development program
- Discounts on undergraduate and graduate courses at Afya educational units
- Premium subscriptions to Afya iClinic and Afya Whitebook