Join Rappi, a company revolutionizing how we perceive time and opportunities! We see opportunities where others see problems, proximity where others see distance, and adrenaline where others feel pressure. Be part of a team committed to equality and opportunity for all, regardless of gender identity, race, religion, nationality, age, disability, training, or experience. We are looking for a motivated, curious CX Analyst with an analytical mindset to enhance our merchants' experience. Your role will involve analyzing operational issues, basic data analysis, and proposing process improvements. Responsibilities include: - Analyzing performance of placements and identifying improvement opportunities. - Providing operational support by following up on recurring issues affecting merchants and collaborating with internal teams for timely and effective assistance. - Performing basic data analysis of CX metrics such as complaints, reopenings, TMO, resolution times, etc., and identifying patterns indicating process or tool failures. - Documenting processes and maintaining updated records of incidents and findings. - Resolving operational or support issues reported by partners, escalating complex cases proactively. - Participating in feedback sessions to suggest improvements and testing new CX solutions. Requirements: - Degree in Administration, Engineering, Economics, Communication, or related fields. - Minimum 1 year of experience in a similar role or area. - Experience in consulting is a plus. - Advanced Excel skills (filters, pivot tables, formulas). - Knowledge of SQL and database management. - Desirable: experience with customer service tools like Zendesk. - Strong communication skills, teamwork, adaptability, analytical, and proactive attitude. Work modality: Hybrid Worker type: Regular Company: Rappi Technology Colombia For more information, visit our website and read our reviews on Glassdoor. We look forward to building and delivering magic together! #Rappi #J-18808-Ljbffr