Customer Services Analyst

2 weeks ago

Durban, KwaZulu-Natal, South Africa Talksure Full time

MAIN PURPOSE OF THE ROLE
The CS Analyst will be responsible for gathering, interpreting, and using complex data to develop seamless reporting to stakeholders. The reports need to include actionable steps that will improve processes and optimize results. Review robust information and analyse to provide trends or areas for improvement.

DUTIES AND RESPONSIBILITIES

Reporting

  • Provide daily, weekly, monthly reports on production.
  • Provide various levels of reports to the various stakeholders.
  • Distribute & compile complaints reports for Client Partners and products.
  • Creating daily, weekly, monthly Trend and headcount reports.
  • Report on individual, team and campaign performance
  • Create and maintain commission reports.

Data collation and analysis

  • Collate various data from multiple sources.
  • Highlight individuals / teams who are behind targets.
  • Analyse all elements of the data input and highlights trends.
  • Collate data from various social media sites and provide an analysis on the data as well as the performance and activity from these sites.

Process improvements

  • Use data and reports to drive process improvements.
  • Project manage improvements and insights to provide better customer experience.
  • Suggest improvements on productivity and product offerings based on internal and external trends.
  • Identify Route Cause issues and escalate accordingly.
  • Track progress on improvements and feedback on results
  • Identify and highlight exceptions and anomalies in performance against commission payments.

Departmental operational administration and co ordination

  • Contribute to company or departmental projects.
  • Preparing documentation such as KPA agreements and coaching interventions etc
  • Ensure administrative tasks are completed e.g. updating attendance register.
  • Coordinate and administer department meetings.
  • Compile complaints resolution and correspondence per client for various partners and products.
  • Other ad hoc administration as required

QUALIFICATIONS AND EXPERIENCE REQUIRED

  • Matric
  • Diploma / Higher certificate in Data Analytics/ Computer Science / Business Science
  • 1 year experience in data reporting
  • Intermediate/ Advanced level for MS Office
  • Work on Python and MIS advantageous

BEHAVIOUR AND COMPETENCIES REQUIRED

  • Analysis and Problem solving
  • Organisational Awareness
  • Communication
  • Customer Service Orientation
  • Self-Management
  • Stress Management
  • Planning and Organisation
  • Results Orientation
  • Time Management

Remuneration:
A market related package including benefits

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