In this role, you will be responsible for acting as the link between our clients and internal teams, using strong service skills to handle core customer communications while generating actionable data insights to improve service quality and adherence to Service Level Agreements (SLAs).
The Customer Operations team is the frontline of the customer experience, using a combination of service excellence and data analysis to ensure accurate, timely, and high-quality service delivery.
What You'll Do
In this role, you will:
- Manage Customer Communication and Coordination: Handle all inbound and outbound customer communication, including order intake, coordination, and basic support, ensuring timely responses and effective issue resolution while building strong customer relationships.
- Generate and Present Data Insights: Generate and analyze daily, weekly, and monthly reports using Microsoft (MS) Excel (specifically Pivot Tables, VLOOKUP, and advanced formulas) to track service metrics, client performance, and operational Key Performance Indicators (KPIs).
- Collaborate for Seamless Service: Partner with cross-functional teams (Operations, Sales, Finance) to ensure accurate service delivery, monitor and help improve adherence to Service Level Agreements (SLAs), and maintain accurate records in Customer Relationship Management (CRM) systems like Salesforce.
What You'll Bring
The ideal candidate will have:
- One to three years of experience in customer service, sales support, or data reporting roles, with a focus on customer retention and service quality improvement.
- Strong knowledge of Microsoft (MS) Excel for data analysis and reporting, including proficiency in VLOOKUP and Pivot Tables.
- Proven ability in communication and interpersonal skills, with fluency required inEnglish.
- Bachelor's degree in Business, Data Analytics, Logistics, or a related field.
What We Offer
- Competitive compensation and benefits aligned with the experience.
- Opportunities for continuous learning and professional growth.
Call to Action
If you possess a customer-first mindset and love using data and Excel to solve problems and enhance service quality, apply to be our next Customer Care Analyst today!
Category: Customer Support
