Customer Service Process Analyst

SUMMARY:
Customer Service Process Analyst

POSITION INFO:

Start: Soonest

Location: Cape Town CBD

Industry: Desktop Production

A Customer Service Process Analyst analyses a customer service department’s operations and provides recommendations on ways to improve productivity and customer satisfaction levels. Using various data such as customer satisfaction reports, surveys and complaint logs, Customer Service Analysts are able to develop strategies and techniques to enhance the service department’s effectiveness. They may also work directly with customers helping to troubleshoot issues and resolve customer dissatisfaction.

Customer Service Process Analyst Duties and Responsibilities

Perform Research and Analyses

• Gathering data and doing research
• Analyse results and compile Reports/Presentations for Management
• Use customer service data, observations and market trends and reports to get a clear picture of the department’s operations and ways to improve customer experience, while maintaining/improving the company’s profit margins and sales

Develop Strategies

• Providing the department with process or sales improvement strategies
• Work closely with subject matter experts, marketing teams or management to develop and implement plans

Train Employees

• Training employees in new processes and strategies to help with process or sales improvement initiatives.

Customer Service Process Analyst Skills

Analysts should possess fantastic interpersonal skills and be excellent communicators. Staying calm under pressure and having wonderful customer service skills are also important. They must also work well with minimal supervision and be highly organized.

• Proficient in Microsoft Office Suite

• Knowledge of customer service practices
• Experience in mediation and conflict resolution techniques
• Data analysis experience
• Knowledge of research practices

Advanced skills:

• Experience working in customer service or sales
• Marketing or advertisement experience
• Experience with statistic software such as SPSS

Requirements:

Business Management / BI Data Analyst or similar Degree/Diploma

3 years’ experience within Process/Data Analysis role

European Passport advantageous but not required

NB! This job is now closed. You can apply for other jobs by uploading your CV.