Customer Experience Analyst (CRM)

• Previous experience in customer service, quality, back office, customer experience, or similar functions.
• Analytical capacity and ability to work with data and indicators.
• Good command of Excel.
• Good written and verbal communication skills.
• Attention to detail, organizational capacity, and sensitivity toward improving the customer experience.

• Valuable experience in service sectors, energy marketers, or environments with high customer interaction.

We are looking for a person to join the Energia Nufri team and contribute to the continuous improvement of our customers' experience. The selected person will provide support to the commercial and customer service areas, ensuring the quality of communications, the analysis of customer interactions, and the monitoring of key operational indicators.

• Provide support in the drafting, review, and validation of communications addressed to customers, ensuring consistency, clarity, and quality.
• Analyze interactions between the commercial teams, customer service, and users to identify improvement opportunities.
• Monitor the quality of management and established service protocols.
• Detect recurring incidents, behavior patterns, and areas for improvement in customer relationship processes.
• Prepare reports and dashboards with the main quality and customer experience indicators.
• Collaborate with the Sales, Front Office, and Marketing teams on continuous improvement initiatives.
• Participate in projects oriented towards process optimization and increasing customer satisfaction.