Customer Excellence Senior Analyst Bogotá (Bilingual Experience)

Bogotá - Colombia

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

About Us

Nu is one of the largest digital financial platforms in the world with more than 127 million customers across Brazil Mexico and Colombia. Guided by our mission to fight complexity and empower people we are redefining financial services in Latin America and this is still just the beginning of the purple future were building.

Listed on the New York Stock Exchange (NYSE: NU) we combine proprietary technology data intelligence and an efficient operating model to deliver financial products that are simple accessible and human.

Our impact has been recognized by global rankings such as Time 100 Companies Fast Companys Most Innovative Companies and Forbes Worlds Best Bank. Visit our institutional page Careers at Nu - Join our team!

About the role:

Be part of Nus next chapter. We are looking for committed individuals to start off CX in the global expansion of Nu. Work in a very dynamic team developing in a highly-changing environment laser-focused on customer fanaticism. Were looking for experienced tenured people passionate to take on new challenges.

As part of this team youll be the driving force behind our customer experience in a completely new global project. Your job is to ensure to deliver mind blowingly great support owning everything from customer service and guaranteeing operational excellence through process management and effective training to leveraging customer feedback for actionable business insights and new product this dynamic role youll be in charge of directly supporting customers monitor and report CX metrics implement action plans to improve metrics coaching new hires and seamlessly change between various support squads and roles as we build our entrance in a new country.

Responsible:

Monitor and execute first and second level service (chat/email/backofficephone) when necessary seeking results according to CX metrics and ensuring the best experience for Nubank customers in our supported languages
Manage CX knowledge base and training processes to guarantee team members know how to deal with different cases especially difficult ones and how to escalate when necessary.
Identify improvements and opportunities and alert stakeholders (headcount inputs training inputs people etc).
Coordinate local actions with organizational and horizontal initiatives that involve the Xpeer team.
Guarantee all customer excellence processes mapped available and updated (at the squad level)

Qualifications:

Studying or have a professional degree
2 or 3 years of experience working in operations and customer service
Languages: Fluent in English- B2-C1 Mandatory (written and spoken) and Portuguese proficiency (written and spoken) is a plus. English skills will be evaluated during the hiring process.
Data-driven analytical and multi-tasking skills
Great people skills - good listeners and enjoy engaging in discussions with people from different backgrounds and are willing to go beyond and enchant customers
This position is based in Bogotá Colombia

Location & Work Model

Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week on strategic days designed to maximize team connection and collaboration.
This posiiton is based in Bogotá Colombia

Benefits:

Chance of earning equity at Nu
Extended maternity and paternity leaves
Health and life insurance
NuCare - Our mental health and wellness assistance program
Nucleo - Our learning platform of courses
NuLanguage - Our language learning program
Vacations of 15 workdays
Gym partnership
Work-from-home Allowance
Parental Consultancy
Relocation Assistance Package if applicable

Required Experience:

Senior IC

About UsNu is one of the largest digital financial platforms in the world with more than 127 million customers across Brazil Mexico and Colombia. Guided by our mission to fight complexity and empower people we are redefining financial services in Latin America and this is still just the beginning of...