Customer Service Representative for National Sales handling customer inquiries and order processing. Provide liaison between customers, sales team, and internal departments in a hybrid role.
About the role
- Customer Service Senior Analyst responsible for managing client relationships at NIO. Analyzing data and driving improvements in customer experience and operational efficiency.
Responsibilities
- Analyze customer service and customer behavior data to generate insights and propose improvement actions;
- Monitor KPIs (NPS, CSAT, AHT, FCR, among others) and present reports with diagnostics and recommendations;
- Data manipulation, development of analytical processes, and generation of customized data and analyses;
- Identify bottlenecks and opportunities in the customer journey and lead action plans for improvement;
- Collaborate with internal teams to ensure an integrated, resolution-focused customer experience;
- Serve as a technical reference for the customer service team, supporting them with data-driven analyses and recommendations;
- Handle resolution of complex cases with a focus on empathy, speed, and quality;
- Actively participate in strategic projects to evolve the customer service function;
- Manage operational incidents to ensure rapid problem resolution, minimizing impact for customers who contact human support.
Requirements
- Bachelor's degree in Business Administration, Engineering, Economics, Statistics, or related fields;
- Strong experience in customer service, preferably in analytical roles or continuous improvement functions;
- Data analysis tools (advanced Excel, Power BI, SQL, etc.);
- Knowledge of CRM systems (Salesforce);
- Experience with digital customer journeys or omnichannel support;
- Ability to translate data into practical, high-impact actions for customers;
- Strategic mindset and focus on delivering customer value;
- Familiarity with customer service automation tools and AI;
- Excellent verbal and written communication skills.
Benefits
- Meal and/or food allowance
- Transportation allowance
- Health insurance
- Dental insurance
- Life insurance
- Private pension plan
- Profit-sharing program (PPR)
- Pharmacy assistance
- Childcare assistance
- Flexible working hours
- V.tal benefits club
- Extended maternity leave (6 months)
- Extended paternity leave (20 days)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
User Support Specialist supporting Virginia clients with software applications. Involves troubleshooting, debugging, and collaborating with developers in a team environment.
Manager, Customer Support leading collaborative teams to optimize customer service at Extensiv. Involved in coaching talent and developing scalable support solutions.
Customer Service Representative assisting patients during registration at Ascension Sacred Heart. Supporting patients in a fast - paced environment with compassion and clarity.
Customer Service Representative registering patients in healthcare settings at R1. Answering questions and assisting patients during the registration process with a supportive team.
Customer Service Representative handling inquiries and support for ASC Engineered Solutions via phone, email, and chat. Resolving customer complaints and ensuring satisfaction with a B2B focus.
Seller Finance Support Specialist managing finance - related seller inquiries for Ovoko, a company transforming Europe's used car parts market. Focus on communication and problem - solving across teams in a hybrid role.
Customer Support Specialist assisting French - speaking customers with inquiries at Ovoko, an e - commerce company in the used car parts market. Guiding customers through features and ensuring high - quality support during sales and after - sales processes.
Young Professional in Customer Service & Operations at Vopak connecting Customer Service and Operations with terminal knowledge. Contributing to daily tasks, innovations, and receiving ongoing training.
Young Professional Customer Service playing a key role in Vopak's future with energy transition. Building customer service skills while collaborating with diverse teams across the company.