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Customer Service Analyst – Junior
Cogna Educação. Monitor and track operational metrics, identifying deviations and opportunities to improve customer service processes .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical skills for interpreting metrics and supporting decision-making, with a focus on customer service processes and operational efficiency. Proficient in Microsoft Office, particularly Excel, and experienced in process analysis and continuous improvement.
Highest-signal resume keywords
Customer Service ExperienceOperational SupportAnalytical SkillsMicrosoft Excel ProficiencyProcess Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Metrics MonitoringDemand AnalysisIncident ResolutionPerformance ManagementProcess Improvement
Soft Skills
Strong Communication SkillsOrganizationAttention to DetailProactive MindsetCollaboration
Tools & Technologies
Microsoft OfficePower BI
Industry Keywords
SLA ManagementCustomer Service MetricsStudent Support Operations
About the role
Key responsibilities & impact- Monitor and track operational metrics, identifying deviations and opportunities to improve customer service processes
- Support demand analysis, ticket prioritization, and monitoring of operational queues
- Help resolve issues and handle incidents, seeking to deliver the best student experience
- Collaborate with internal teams to follow up on escalated requests and ensure case resolution
- Prepare operational reports and tracking tools, contributing to performance management within the team
- Contribute continuous improvement suggestions to optimize processes and increase operational efficiency
Requirements
What you’ll need- Currently pursuing or holding a bachelor’s degree in Business Administration, Business Process Management, Sales Management, Customer Relationship Management, or a related field
- Previous experience in customer service, operational support, or administrative functions is a plus
- Intermediate proficiency in Microsoft Office, especially Excel
- Analytical skills for interpreting metrics and supporting decision-making
- Strong written and verbal communication skills
- Organization, attention to detail, and ability to manage priorities
- Proactive, collaborative, and results-oriented mindset
- Ability to work in a dynamic environment while managing multiple simultaneous demands
- Experience in student support operations is a plus
- Knowledge of SLA management and customer service metrics is a plus
- Knowledge of Power BI is a plus
- Experience with process analysis and continuous improvement is a plus
Benefits
Comp & perks- Profit-sharing
- Meal or food allowance provided through a flexible benefits card
- Health insurance with dependent coverage and copayments
- Dental insurance
- Undergraduate and graduate study scholarships for the employee and dependents
- Birthday day off
- SESC membership
- Univers pharmacy discount program
- Corporate university with free learning paths and courses
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