Customer Service Analyst

Customer Service Analyst

To receive, document, and analyze customer issues, using all available resources and capabilities to quickly resolve issues; Analyzes the Unit’s operations and provides recommendations on ways to improve productivity and customer satisfaction levels.

• Statistical Reports of Customer trends
• Weekly reports of customer activities
• Recommendations for improvement in processes
• Relationships established
• Training for Representations
• Education/sensitization of customers
• Call Centre Reports
• Surveys

• Stipulated deadlines and are consistently met.
• Operational Policies and procedure followed.
• Effectiveness of recommendations made.
• Acceptable resolution of difficult issues within established timelines
• Efficiency of Call Center Operations.
• Thoroughness of analyses.
• Timeliness and Accuracy of Reports
• Improvement in customer service delivery
• Quality of relationship build with customers, especially key customers.
• Effectiveness of training delivered.
• Quality of customer education
• Confidentiality and integrity are exercised.

Normal Working Hours                       Monday to Thursday                 8:30 – 5:00

                                                            Friday                                       8:30 – 4:00

Work Environment                               Normal office conditions. Will occasionally be required to travel.

 May be required to work beyond normal working hours

Internally: Executives, Managers, Supervisors, and other internal stakeholders

Externally: Customer Service Associations, Parent Ministry, customers.

• Develops and presents initiatives to improve the delivery of customer service.
• Analyse existing customer service workflows and processes and recommend innovative improvements.
• Collaborates with key stakeholders to identify opportunities for process improvements and automation.
• Support execution of business initiatives as it relates to the effective and efficient delivery of customer services.
• Analyses and summarizes difficult customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
• Analyses customer issues so as to develop tools and processes to increase customer satisfaction.
• Evaluates and prioritize customer inquiries to better serve the customers.
• Takes ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary
• Delivers prompt and professional solutions for difficult customer inquiries via phone, email, online chat etc.
• Keeps records of customer interactions, detailing inquiries, complaints, comments, and action taken for future reference.
• Maintain relationships with internal and external customers to improve business performance.
• Partners with Public Relations in educating customers of Agency procedures for the registering of businesses.
• Acts as a facilitator for customer service training.
• Builds relationships to gain customer confidence and loyalty with an emphasis on value added service opportunities.
• Works as a liaison between other functional areas including Business Registration and Information Technology to satisfy customer’s requests.
• Proactively contacts assigned Key customers on a periodic basis to ensure service delivery is aligned with their expectation and highlights insights to Customer Service Manager.
• Serves as primary point of contact for servicing key customers.
• Facilitates professional communication between customers, service units, and key Agency personnel.
• Works with quantitative and qualitative research regarding consumer needs and wants and proposes new ways to innovate for greater customer service productivity and customer satisfaction.
• Acts as arbiter of truth as it relates to past performance, what worked/what didn’t.
• Partner with BR Unit, Compliance Unit, and the Finance Risk and Asset Management Unit to conceive of additional value-add offerings for customers.
• Gathers feedback from customers and serve as an advocate for improving customer service experience and outcomes.
• Utilizes advanced tools and methods to gather information to effectively troubleshoot issues.
• Prepares and deliver complete and concise documentation for all customer service related projects.
• Prepares reports and analysis of call centre data to improve processes, ensuring resources are properly allocated, and maximizing efficiency and customer satisfaction.
• Coordinates inbound calls and customer service inquiries arising from calls.
• Provides form responses for representative’s questions and develops reportees to properly respond to written queries.
• Perform other related duties as may be assigned from time to time.

• Recommend changes to customer service policy and procedures
• Conducts customer survey
• Interfaces with key customers
• Provide training for customer service personnel
• Effect disciplinary action for reporting staff
• Conduct Performance Evaluations for reporting staff
• Review customer service processes/procedures
• Resolve difficult customer issues
• Establish protocol for verbal/written responses to Call Centre Customers

• Proficient in Microsoft Office Suite
• Through Knowledge of customer service practices
• Deep knowledge of COJ Operations Policies and procedures
• Working knowledge of process mapping
• Familiarity with Call Centre Operations
• Experience in conflict resolution techniques
• Basic Public Relations skills
• Good research and data analytical skills
• Working knowledge of statistical principles
• Good decision making skills
• Exceptional human relations skills
• Effective communications skills
• Ability to multi-task

• Bachelor’s degree in Business Administration/Management Studies
• At least three years related experience