Customer Care Senior Analyst role focused on training clients and resolving software issues. Joining a team at a leading tech company in digital innovation across Europe.
About the role
- Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
Responsibilities
- Providing crucial support to customers and colleagues in our contact centres
- Responding to and investigating queries, providing support on business processes, policies and procedures
- Developing an understanding of customer and business needs in order to suggest improvements and increase efficiency
- Identifying barriers to performance and coordinating improvements to enhance our efficiency
- Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
- Keeping accurate records of day to day operations, logging incidents and identifying trends
- Reviewing manual or ineffective processes which could be automated or enhanced
- Maintaining a focus on improving our customer service and experiences
Requirements
- Experience of analysing and using performance data
- The ability to convey information in a simple and understandable way
- An understanding of contact centre operations and performance metrics
- Microsoft Office skills, including PowerPoint, Excel and Word
Benefits
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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