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Customer Service Insights Analyst

1 week ago

Manila, National Capital Region, Philippines Cambridge University Press Full time
Our Team:
We are a diverse and dynamic team of professionals who are passionate about delivering exceptional results. We value innovation, inclusion, and empowerment, and we strive to create a positive and inclusive work environment.

Job Description:
This is an exciting opportunity to join our team as a Reports Analyst. In this role, you will be responsible for developing, generating and analyzing reports that provide insights to the Customer Service team. You will work closely with the team to understand their needs and develop reports that meet those needs. You will also be responsible for staying up-to-date with VoC platform releases and suggesting improvements for reports and visuals.

Key Responsibilities:
  • Create tickets in the VoC platform and manage existing VoC reports.
  • Stay up-to-date with VoC platform releases and suggest improvements for reports and visuals.
  • Build and manage survey campaigns, including new surveys, drivers, question banks, and branding.
  • Assign new licenses and distribute them with relevant documentation.
  • Develop dashboards in Power BI that compare the voice of the customer, the business, and the process.
  • Analyze and interpret correlations between survey data and operational data across Customer Service and platform data.