The Customer Service 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.We require an individual with excellent analytical, organizational and problem solving skills. You must be results-oriented and able to work to stringent deadlines.Job ResponsibilitiesReportingProvide daily, weekly, monthly reports on production.Provide various levels of reports to the various stakeholders.Drive initiatives to streamline reporting by the development of a reporting suite using various applications such as Power BI and SQL.Distribute & compile complaints reports for Client Partners and products.Create daily, weekly, monthly Trend and headcount reports.Report on individual, team and campaign performance.Create and maintain commission reports.Data collation and analysisCollate various data from multiple sources.Highlight individuals/teams who are behind targets.Analyse all elements of the data input and highlight 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 improvementsUse 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 root 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 coordinationContribute to company or departmental projects.Prepare documentation such as KPA agreements and coaching interventions.Ensure administrative tasks are completed e.g. updating attendance register.Coordinate and administer department meetings.Other ad hoc administration as required.MINIMUM QUALIFICATIONS AND EXPERIENCESMatricDiploma/Higher certificate in Data Analytics/Computer Science/Business ScienceAt least 1 year experience in data reporting and data analyticsIntermediate/Advanced level for MS OfficePrior experience working on Python and MIS advantageous.We are committed to providing equal opportunities to all applicants from diverse backgrounds. Please note only candidates meeting the specified criteria will be considered. Thank you for choosing us as your employer of choice. Please note that only suitably qualified candidates will be considered. If you do not hear from us within 14 working days, please regard your application as unsuccessful. We wish you well in your future endeavors.
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