PURPOSE

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.