Customer Service Junior Analyst

About the role

We are seeking a proactive and detail‑oriented Customer Service Junior Analyst to join our After‑Sales team. In this hands‑on operational role you will manage customer interactions across multiple channels, create and track cases, and ensure each issue is resolved efficiently.

Key responsibilities

• Handle inquiries, complaints and claims via phone, WhatsApp, email, social media and web forms.
• Create, classify, document and continuously update tickets and cases in CRM/internal systems.
• Take ownership of assigned cases, follow up consistently and coordinate with dealers and internal departments.
• Escalate complex or non‑standard cases while maintaining follow‑up until resolution.
• Monitor pending cases, response times and identify delays.
• Collect and validate data for service reports, KPIs and operational metrics.
• Identify recurring issues and communicate trends or improvement opportunities.

Required profile

• Bachelor’s degree in Business, Engineering, Communications or related field (or currently pursuing).
• 1‑3 years of experience in customer service, contact centre or back‑office environments.
• Excellent written and verbal communication skills in English.
• Strong organisational, attention‑to‑detail and follow‑up abilities.
• Customer‑oriented, empathetic and professional attitude.

Required skills

• Intermediate knowledge of Excel.
• Experience with or ability to quickly learn CRM and ticketing systems.