Serving Customers Through Insightful Analysis
1 week ago
As a key member of our team, you will be responsible for analyzing customer service operations to identify areas of improvement. Your task will be to evaluate performance data, provide actionable insights, and ensure that customer interactions are monitored and measured in alignment with organizational goals.
This role involves analyzing customer feedback, call center metrics, and service trends to make informed decisions. You will also be responsible for tracking and reporting on key performance indicators (KPIs) such as first contact resolution, response time, and customer satisfaction.
Key Responsibilities:- Evaluate customer service operations and identify areas for improvement
- Analyze performance data to provide actionable insights
- Monitor and measure customer interactions
- Track and report on KPIs such as first contact resolution, response time, and customer satisfaction
- Strong fluency in written and verbal English
- 2+ years of experience in customer service analysis, business analytics, or related roles
- Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and BI Tools (Power BI preferred)
- Microsoft Office (Excel, Outlook, Word)
- Salesforce
- Business Intelligence Tools (Power BI preferred)
- Able to prioritize and manage multiple tasks independently while maintaining accuracy
- Discreet and professional in handling sensitive information
- Strong interpersonal and negotiation skills; able to work diplomatically across teams
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