Customer Service Analyst, Concierge

Volkswagen Group Services - South America

. Provide concierge services to Volkswagen’s strategic customers, delivering a personalized and differentiated experience .

Posted 9/24/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer journeys and providing personalized concierge services, with a strong focus on customer experience, relationship management, and effective communication across diverse audiences.

Highest-signal resume keywords

Customer Experience ManagementConcierge ServicesCRM ToolsMicrosoft Office ProficiencyAnalytical Mindset

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementCustomer SuccessPersonalized Customer ServiceOrganizational SkillsProblem-Solving

Soft Skills

Excellent Verbal CommunicationEmpathetic ApproachResilienceProactive Anticipation of Needs

Tools & Technologies

SalesforceMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Industry Keywords

Customer LoyaltyCustomer RetentionCustomer EngagementHospitalityAutomotive Industry

About the role

Key responsibilities & impact

Provide concierge services to Volkswagen’s strategic customers, delivering a personalized and differentiated experience
Manage the customer journey end to end, ensuring excellence at every touchpoint
Provide consultative support regarding exclusive benefits, campaigns, and services
Proactively contact customers at key moments in their journey, such as scheduled maintenance, after-sales service, and vehicle repurchase
Assist customers with questions, requests, and situations requiring special follow-up
Liaise with dealerships and the automaker’s internal teams to help resolve requests and expedite processes
Monitor vehicle-related services, ensuring transparency, convenience, and support throughout the customer experience
Use exclusive service channels, including WhatsApp, to provide close and personalized customer engagement
Collect customer feedback and identify opportunities to improve the experience provided
Contribute to the development of strategic initiatives related to customer loyalty, retention, and experience
Act as a facilitator between customers, dealerships, and internal teams, ensuring efficient, solution-oriented communication
Support the expansion and consolidation of customer engagement initiatives for the brand

Requirements

What you’ll need

Bachelor’s degree completed or in progress in Business Administration, Marketing, Public Relations, Communications, Hospitality, Tourism, or a related field
Previous experience in Customer Experience (CX), Customer Success, Customer Relationship Management, Concierge Services, Hospitality, or similar areas
Experience providing personalized customer service and managing customer relationships
Proficiency in Microsoft Office (Excel, PowerPoint, and Outlook)
Ability to communicate with diverse audiences and internal teams
Experience with CRM tools is a plus
Knowledge of Salesforce is a plus
Excellent verbal and written communication skills
Professional, empathetic, and customer-focused approach
Resilience to work in complex environments and with multiple stakeholders
Analytical mindset to understand customer journeys, needs, and behaviors
Strong organizational skills and the ability to manage multiple requests simultaneously
Proactive approach to anticipating customer needs and identifying opportunities
Focus on problem-solving and delivering agile solutions

Benefits

Comp & perks

Employment under Brazilian labor law (CLT)
Hybrid work model
Position also open to persons with disabilities (PwD)