Jones Lang LaSalle (JLL) is a professional and financial services company that specializes in investment management and commercial real estate services. A Fortu
Digital CX Specialist
Location
Brazil
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Digital CX Specialist
JLL - Jones Lang LaSalle
• Focus on the user experience through digital channels. • Provide deep-dive analyses to support UX Writing guide in constructing, optimizing, editing, and creating articles in the FAQ. • Manipulate data to help with decision-making and bring improvement insights for the FAQ and Email automation. • Improve processes for the Customer Experience metrics performance, especially on the FAQ and Email automation channels. • Act as a cross-channel specialist and have a data vision to propose improvements and innovations for the Help Center. • Be proactive to establish good relationships with connected areas to predict, solve and understand the actions and issues. • Work with the technology team to solve product errors and implement improvements for digital channels. • Understand and work with the Zendesk tool. • Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.
Job Requirements
- For candidates residing in São Paulo, the role follows a flexible model. You will be required to visit the office only when requested.
- Bachelor’s degree in Engineering, Business, Marketing, or a related field.
- Proven experience working with Ultimate AI - Zendesk integration is mandatory.
- Hands-on experience with digital customer experience tools, including FAQ management and email automation.
- Advanced data analysis skills and proficiency in UX Writing.
- Knowledge of workflow automation tools is a plus.
- Strong conflict resolution skills and the ability to proactively identify obstacles and create creative, alternative solutions.
- High sense of urgency and the ability to manage multiple, competing priorities simultaneously with minimal supervision.
- Comfortable thriving in a fast-paced, highly dynamic environment with a strong attention to detail.
- Excellent verbal and written English skills is mandatory.
Benefits
- WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
- WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
- HEALTHCARE: Health, dental, and life insurance.
- FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
- FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
- PAID TIME OFF: It’s important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
- PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
- CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
- CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.
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