Customer Contact Analyst
20 September by Search & Select
Reference ID: 205691
Duration:
Unspecified
Salary: To be advised
End Date: 14 Nov 2024
Job Description
Our client seeks a Customer Contact Analyst to join their team. Role Profile:
This is an opportunity to make a positive impact to customers and colleagues, as
you deliver successful customer and business outcomes. You'll be actively
participating in initiatives to improve customer service, processes and
procedures. You'll hone your existing analytical skills and be well
positioned to advance your career in this fast-paced role. Key Responsibilities:
Providing crucial support to customers and colleagues in contact centres.
Responding to and investigating queries. Providing support on business
processes, policies and procedures and 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
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 customer service and experiences Key Skills & Experience:
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 Excellent planning and organisational skills. Good
attention to detail Perform well under pressure. Be confident in your ability to
manage multiple tasks If you have the required skills please apply online at
searchandselect.com quoting reference number: 15208