Analista Customer Service Pleno - São Paulo/sp Ou Uberaba/mg
Mosaic Company
São Paulo, SP, Brazil
Hybrid (3 days in the office per week)
E2e incident management
Slas adherence and monitoring
Incident registration quality
The Mosaic Company is seeking a Customer Service Analyst to manage incident resolution processes at their São Paulo or Uberaba locations. The ideal candidate will have a degree, experience with incident management, and proficiency in Office tools, along with a focus on continuous improvement and customer satisfaction
Job Summary
Act as responsible for the E2E management of incidents in your portfolio, from registration to final resolution, ensuring adherence to defined SLAs.
Monitor actively the fulfillment of service and resolution SLAs, performing follow-ups with responsible areas and escalating risks and deviations when necessary.
Contribute to the continuous improvement of processes, identifying trends, recurring causes, and optimization opportunities in operations and customer experience.
Matching Summary
Match Score: 85
The Mosaic Company is seeking a Customer Service Analyst to manage incident resolution processes at their São Paulo or Uberaba locations. The ideal candidate will have a degree, experience with incident management, and proficiency in Office tools, along with a focus on continuous improvement and customer satisfaction.
Skills & Requirements
Must-have
E2E incident management
SLAs adherence and monitoring
incident registration quality
interface with commercial teams
financial impact monitoring
Nice-to-have
diversity and inclusion focus
continuous development environment
innovation through differences
employee well-being programs
Key Requirements
University degree completed
Good knowledge of Office package
Ability to develop dashboards, reports, and indicators