This is a great role within a fast-paced and growing technology company who are looking for someone to join their team, as a Data Analyst, to help improve the customer’s experience. You’ll do this by looking at information from two teams - Customer Service and Data Analysis - and make suggestions of where changes can be made.
You’ll do this by identifying trends. Is there a problem with the product that the data team keep finding? Is there something within Customer Service, that’s proving to be a sticking point, that means the team aren’t achieving certain SLA’s? Once you’ve identified where there might be a problem, you’ll work with the Account Management team to explain the potential issue(s) and work together to put improvements in place.
As well as coming up with suggested improvements for the customers, you might also find that there are changes needed internally, to the way the information is recorded in the first place. For example, the same problem may be recorded in a different way by different Customer Service Advisors and therefore some standardisation would make the whole process of analysing the information, much easier.
The role sits in the customer service team and you’ll be someone who feels comfortable explaining the information you’ve analysed the reports that you’ve compiled.
In a nutshell, your role as Data Analyst will include:
Extracting data from the CRM and other internal systems, to analyse and report on
Producing reports from the data that are in easy to understand
Reviewing how the data is recorded
Making recommendations to improve the customer experience
Be the link between the customer service and account managers
Identifying how well KPI’s and SLA’s are being achieved.
What are we looking for in a Data Analyst?
Strong analytical skills
Good communication skills
A problem solver and being proactive
Ability to multi task and prioritise
Strong Excel skills - however training will be given for the right person
This role would suit someone with a strong customer service background who can demonstrate strong analytical skills, comfortable with using V-Lookups in Excel, and gets job satisfaction of making the connection between data and what customers are asking for and certainly adding value.
The company have a great working environment and have so much to offer, in terms of benefits as well as opportunities and development for you!