Mid-Level Customer Service Analyst – Focus on Consórcio Retention and Negotiation

Randoncorp

. Assist customers who intend to cancel, withdraw from, or are experiencing difficulties continuing their consórcio plans .

Posted 10/3/2026full-timeCaxias do Sul • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and retention strategies, with strong negotiation and persuasive communication skills. Proficient in analyzing customer scenarios and providing tailored solutions while maintaining accurate records and collaborating across departments.

Highest-signal resume keywords

Customer ServiceNegotiation SkillsPersuasive CommunicationCustomer Relationship ManagementBusiness Intelligence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementNegotiationContinuous ImprovementCommercial KnowledgeFinancial Products KnowledgeConsórcio Product ProcessesObjection HandlingScenario AnalysisRecord KeepingRetention Strategies

Soft Skills

Active ListeningEmpathyEmotional IntelligenceCollaborationAttention to Detail

Tools & Technologies

Artificial Intelligence ToolsBI (Business Intelligence) Systems

Industry Keywords

ConsórcioFinancial ServicesCustomer RetentionCancellation ReversalsCustomer Interactions

About the role

Key responsibilities & impact

Assist customers who intend to cancel, withdraw from, or are experiencing difficulties continuing their consórcio plans
Understand the reason for the request and analyze the information required to manage the case
Identify and present suitable alternatives based on the customer’s circumstances, in accordance with the product’s options and rules
Conduct negotiations and address objections using active listening, persuasive communication, and commercial insight
Clearly explain the available alternatives, their terms, and their implications to customers
Seek solutions that support customer retention and continued relationships
Carry out or monitor the procedures required to implement the agreed solution
Process cancellations when continued participation is not possible or desired, ensuring the customer receives proper guidance and that the process is completed correctly
Record case details and outcomes in the operation’s systems
Handle situations requiring greater analysis, negotiation, and autonomy
Identify improvement opportunities based on customer interactions
Work with other company departments as needed to support the resolution of requests
Contribute to improving customer service workflows, procedures, and support materials
Handle other requests and customer interactions through the Relationship Center, according to operational needs
Assist customers and the sales network through written and telephone channels

Requirements

What you’ll need

Bachelor’s degree completed in Business Administration, Marketing, Communications, Commercial Management, or a related field
Knowledge of BI (Business Intelligence)
Knowledge of Customer Service
Knowledge of Continuous Improvement
Experience in customer service, customer relationship management, negotiation, or retention
Commercial knowledge applied to customer relationships, negotiation, and retention
Experience with negotiation, persuasive communication, and objection handling
Strong verbal and written communication skills
Ability to understand different scenarios and direct customers toward solutions
Organization and attention to procedures and records
Autonomy and confidence when handling customer interactions
Preferred: experience with consórcios, financial products, or financial services
Preferred: knowledge of consórcio product processes and rules
Preferred: experience in retention and cancellation reversals
Preferred: experience negotiating with customers facing delinquency or financial difficulties
Preferred: knowledge of discovery and negotiation techniques
Preferred: familiarity with Artificial Intelligence tools applied to customer service and productivity
Active listening and empathy
Clear and objective communication
Commercial insight and negotiation skills
Strong persuasive communication and objection-handling skills
Emotional intelligence for handling sensitive situations
Ability to analyze scenarios and seek alternatives
Autonomy and initiative
Organization and execution focus
Collaboration and strong interpersonal skills across different departments
Interest in continuous learning
Customer- and solution-oriented mindset

Benefits

Comp & perks

Health insurance
Dental insurance
Life insurance
Meal voucher
Profit-sharing
Private pension plan
Language-learning platform
Courses and learning pathways
Hybrid work model: 2 days per week working from home and 3 days at the company headquarters
Coffee and fresh fruit
Creative spaces and break room