Customer Service Analyst

2 days ago

Parow, South Africa The Foschini Group Full time

**Job ID**:12805
- **Position Type**:Full-Time
- **Job Function**:Marketing & Communications
- **Workplace Type**:

- **Division**:Markham
- **Province**:Western Cape
- **Location**:Cape Town North
- **Suburb**:Parow (Parow)

Position Description:
**Customer Service Analyst - Markham**

**Responsibilities**:
Reputation Management - Care & Complaints
- Professional interaction with all internal and external Customers
- Receive customer complaints from various sources (RMS, Social media, stores)
- Accountable for the sharing of all complaints between the customer and the brand received from various sources.

Complaint handling and resolving
- CSA assist customers with any complaint older than our current returns policy (improved CX) and prioritize authorization
- CSA to flag and escalate repeated complaints/behaviour within stores or area to Ops manager.

Monthly VOC and CMS and Freshdesk reporting and communication
- All complaints received logged and allocated on Reputation Management (including complaints received for other TFG brands)
- Analyse complaints and provide appropriate solutions in the best interests of both the Customer and the Brand
- Monitor VOC and escalate complaints when required
- RMS report supply feedback on customer experience by attributes of complaints to monitor the areas/regions of the business.

VOC Reporting and Analytics
- Analyze and interrogate customer data on VOC
- High level assessment of customer feedback data in VOC and identify “experience trends” to report to the business in the form of spreadsheets and presentations.

**Requirements**:

- Matric (Tertiary Qualification advantageous)
- Customer service centre experience
- Strong experience with Microsoft Office
- Excellent written and verbal communication skills
- Experience working in a detail-driven environment

**Competencies and behaviours for success**:

- A love for people and a desire to help others
- Outstanding communication skills (verbal and written)
- Techno-savvy with the ability to learn and manage multiple digital platforms
- Ability to thrive under pressure
- High sense of urgency
- Strong organisational skills with the ability to prioritise and multitask effectively
- Be agile, flexible and an innovative thinker
- Possess a strong work ethic

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