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Customer Experience Analyst

3 months 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

Developing/generating reports for the CX Business

  • Provide daily, weekly, monthly reports on production.
  • Developing/generating reports for the CX Business (Monthly Stats) incl customer feedback and satisfaction levels

Insight management

  • Using data analysis tools to improve customer retention rates, conversion rates, and other key metrics
  • Analysing customer data to identify trends and opportunities for improvement.
  • 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.
  • Coordinate and administer department meetings.
  • Other ad hoc administration as required

QUALIFICATIONS AND EXPERIENCE REQUIRED

  • Matric
  • Degree in Business Science / Data and Analytics
  • 1 year experience as a data analyst
  • Intermediate/Advanced level for MS Office

BEHAVIOUR AND COMPETENCIES REQUIRED

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

Remuneration:
A market related package including benefits