Overview

Our re-engineering consultancy team is seeking to hire a Customer Care Analyst. Candidate will be responsible for managing customers and will also prepare, analyze and manage business data. You will optimize the CRM function, reporting performance to operational stakeholders and work with internal departments to ensure actions are met timely and accurately according to agreed OLAs. This position will work closely with external clients as well as internal operations groups to ensure the CRM process is seamless, efficient and leads to increased customer retention, significantly reducing lost sales and customer dissatisfaction.

JOB DESCRIPTION

• Communicate effectively with customers and manage requests - promo notification, complaint resolution, 1st level sales enquiry etc.
• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
• Acquire data from primary or secondary data sources and maintain databases
• Identify, analyze, and interpret trends or patterns in complex data sets
• Work with management to prioritize business and information needs
• Locate and define new process improvement opportunities
• Perform 1st level product tests to plan for managing customer experience
• Develop and implement customer retention strategies yearly
• Other CRM & Analytical tasks as required by the job
REQUIREMENTS (QUALIFICATION)

• Minimum of Bachelor’s Degree from an accredited university (BSc. in Mathematics, Economics, Computer Science, Information Management or Statistics is a plus)
• Minimum 2-4years experience in similar role or related role
• Intermediate to expert MS-Excel skill level - knowledge of using datasets for statistical analysis
• Adept at queries, report writing and presenting findings
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
CRITICAL SKILLS
• Ability to work on multiple tasks with minimum supervision and must possess ability to make sound judgements with confidence
• Strong inter-personal skills, ability to work cross-functionally and develop/utilize collaborative relationships
• Flexible work habits with maturity to accept changing demands as they occur
Email CVs to m.kamalu@banyantree-africa.com quoting 'Customer Care Analyst' as the subject
OR follow the link
https://banyantree.has-jobs.com/customer-care-analyst-l…/…/0 to apply.