Support the Customer service operation to collect and analyze customer data, track operational KPIs to improve productivity, and service delivery to customers, and provide executive reporting for insights & resolutions.
THE JOB
- Track and analyze key metrics – OTIF, Customer complaints, Customer satisfaction index, adherence to ETA scheduling, etc
- Collect data, analyze, consolidate, and generate weekly performance reports (month, quarter, year trends) and roll up each week’s numbers to HCOF.
- Make recommendations and identify trends in issues and concerns. Work to correct immediate issues and perform root cause analysis to ensure underlying problems are identified, documented, and corrected.
- Contributes to continuous process improvement initiatives.
- Develop and implement Customer satisfaction surveys every quarter for continuous customer service improvement.
- Recommend revisions to existing reports, and/or assist in the development of new reporting tools as needed.
THE PERSON MUST
- Have strong communication and interpersonal skills.
- Possess the strong capacity to handle stress problem problem-solving abilities and decision-making prowess.
- Have the ability to analyze huge volumes of data.
- Ability to work independently and within a team
- Be familiar with CRM systems and packages.
QUALIFICATION
- BSc in any related field.
EXPERIENCE
- 3 years in a customer/business/sales analyst or similar role in FMCG or Telecom.
