Customer Service Analyst

Responsibilities

• Ensure customer service delivery aligns with quality standards and corporate client agreements.
• Analyze Contact Center operational reports to identify improvement opportunities and implement solutions.
• Follow up on cases escalated to other areas to ensure timely and high-quality responses.
• Support the achievement of operational indicators by generating reports to detect deviations.
• Maintain updated documentation regarding products, services, and procedures to ensure team knowledge.
• Perform critical and strategic analysis of operational information to detect trends, risks, and business opportunities.
• Manage and analyze databases using advanced Excel functions (pivot tables, formulas, and data cross-referencing) to ensure data reliability and support decision-making.

Requirements

• Professional degree or student in at least the 8th semester of Business Administration, related Engineering, or other administrative careers.
• One year of experience in customer service or commercial areas.
• Intermediate to advanced Excel skills (mandatory).

Benefits

• Monthly grocery bonus.
• Connectivity allowance.
• 12 half-days off per year.
• Day off on your birthday.
• 4 extra-legal bonuses per year.
• Annual corporate results bonus.
• 66% coverage for health insurance or prepaid medicine.
• 100% life insurance coverage.
• Direct indefinite-term contract.

About the Company

Holcim ABS is the Service Center for the Holcim Group in Latin America. We manage key processes as strategic partners, providing world-class solutions in areas such as procurement, commercial, human talent, finance, accounting, and customer service. Holcim is a global leader in innovative and sustainable building solutions, dedicated to decarbonizing construction to improve living standards worldwide.