About The Role:
We are seeking a Customer Service Analyst to join our client Samsung Electronic's Customer Experience team based in the Sydney Olympic Park Office. This role requires the candidate to work 4 days in the office with 1 day from home. You will work closely with various departments such as Contact Center Operations, Technical Support, Training, and Network Providers to identify trends, patterns, and opportunities for improvement. This position requires strong analytical skills, curiosity, attention to detail, and exceptional communication abilities.
Duties and Responsibilities:
- Analyse customer service data from various sources, including qualitative and quantitative datasets.
- Assist in execution of Customer Insights campaigns to collect first-hand information
- Work with internal and external stakeholders to uncover insights that help drive improvements within customer experience
- Develop reports and dashboards using tools like Tableau to present findings to stakeholders on a regular cadence.
- Monitor key performance indicators (KPIs) related to customer service operations and provide regular updates to management.
- Work with Team Leaders to assess insights, and advise on the coordination of plans to close and/or pre-empt gaps in the customer experience
- Conduct root cause analysis to identify underlying issues affecting customer satisfaction levels.
- Stay up-to-date with industry best practices and emerging technologies in customer service analytics.
- Provide training and guidance to other team members on data analysis techniques and tools.
- Perform ad-hoc analyses and reporting as requested by senior management.
- Develop and maintain effective business relationships with all internal and external stakeholders (including those cross-divisional).
- Effectively manage your time and schedule work weeks in advance using the provided project management tools
- Experience in data analysis, preferably in a customer service environment with an analytical approach.
- Advanced proficiency in Excel, PowerPoint, and other Microsoft Office applications.
- Ability to handle large volumes of data with high accuracy and attention to detail to avoid mistakes while working with data.
- Excellent verbal and written communication skills with the ability to work with a range of stakeholders.
- Generous discounts on company products
- Access to discounts and special promotions with retail partners
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
