Rappi is a company that challenges paradigms and redefines the way we perceive time, opportunities and proximity. We are an inclusive team where everyone has equal opportunities regardless of their background. Are you excited about this? Discover how you can create magic with us through your Rappi mission. Impact on our ecosystem: As a motivated, curious and analytically-minded CX Junior Analyst, you will enhance merchants experience at Rappi by identifying operational issues, analyzing basic data and proposing process improvements. Key responsibilities include: - Supporting performance analysis to identify trends and improvement opportunities. - Operational support: - Following up on recurring cases affecting merchants' experience and collaborating with internal teams to ensure timely support. - Basic data analysis: - Assisting in analyzing customer experience metrics (complaints, reopenings, TMO, resolution times, etc.) and identifying patterns indicating process or tool failures. - Information management: - Documenting relevant processes and cases for knowledge sharing and maintaining updated reports. - - Interaction with merchants: - Resolving operational or support issues reported by partners and escalating complex cases to relevant teams. - Continuous improvement: - Participating in feedback sessions to suggest improvements and supporting testing or pilots of new customer experience solutions. Requirements: - Degree in Administration, Engineering, Economics, Communication or related fields. - 6 months to 1 year of experience in similar roles or functions. - Strong analytical skills and problem-solving orientation. - Advanced Excel skills (filters, pivot tables, formulas). - Knowledge of SQL and database management. - Desirable: Basic knowledge of customer service tools like Zendesk. - Strong written and verbal communication, teamwork, adaptability, analytical and proactive skills. Work modality: Hybrid Worker type: Regular