Senior Customer Service Operations Analyst

Job Summary

Jobs at this level are responsible for managing customer service team, supporting operations planning, resolving complex/technical customer queries and driving action plans to address the issue. In addition, they are responsible for analyzing billing and collections process; analyzing risk involved and mitigate risk.

Key Responsibilities

Customer Service

• Develops and monitors customer experience initiatives across conventional channels: outlets, call centers, and field operation.
• Ensuring that each of the initiatives meets the desired objectives and best practice.
• Develops and monitors processes related to customer experience across all conventional channels.
• Perform Mystery shopping across conventional channels to report analyze all issues related to customer experience.
• Ensures improvement to customer-facing systems and processes in order to positively impact customer experience across all conventional channels.
• Flags customer experience issues and ensures that the preventive measures are applied to avoid all such issues in future.
• Identify and map customer experience processes that need improvement, identify potential solutions, analyze root causes and rally the right associates and resources to assist with updates/changes.
• Continual learning about CX best practices by researching, conceiving, sketching, prototyping and testing experiences in conventional channels.
• Communicate effectively and build relationships with key department partners to manage different project expectations.
• Use customer data to make recommendations on differentiating the customer experience with consideration/awareness of business objectives and technical constraints.
• Prepare and present rough drafts to internal teams and key stakeholders periodically.
• Outline project success metrics, analyze outcomes, report on and outline project next steps.
• Report and monitor the conventional channels KPIs and plan KPIs corrective actions to be achieved.

Requirements

• Proven work experience in customer experience conventional channels or similar.
• Team spirit; strong communication skills to collaborate with various stakeholders.
• Extensive experience in using customer journey, process development, and data mining.
• Capability of managing multiple priorities to meet deadlines projects in fast-paced environment.
• Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and clients.
• Ability to handle the work stress and to organize projects, tell stories, and advocate for customer experience opportunities using a variety of tools including MS Office Suite (Excel, PowerPoint, etc.).
• Ability to maintain self-motivation and operate with an entrepreneurial mindset.

Education level

Bachelor’s degree in Business administration ,marketing , MIS or relevant field.

Experience

2 – 4 years of experience in customer service, hospitality/technology/telecommunication industry.

Desired Skills

• Intermediate proficiency in business acumen.
• Intermediate proficiency in STC’s products/services.
• Intermediate proficiency in sales planning and process.
• Intermediate proficiency in recognizing needs and targeting customers.