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Job Description
Duties & Responsibilities:
- Developing and implementing initiatives to improve customer support services.
- Analyzing and summarizing customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
- Evaluating and prioritizing customer inquiries to better serve the customers.
- Delivering prompt and professional solutions for customer inquires via phone, email, online chat etc.
- Maintaining history records and related problem documentations for future reference.
- Building and keeping a full documentation system for each project throughout the project life cycle.
- Analyzing the project life cycle with a detailed reports.
- Scheduling appointments and maintaining appointment calendar, Making travel and meeting arrangements.
- Maintaining relationships with other internal departments as well as client base to improve business performance.
- Responding to customer inquiries by directing their case to the appropriate personnel, etc. when needed.
- Addressing customers in a professional and respectful manner.
- Taking ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
- Maintaining the internal and external customer databases.
- Analyzing customer issues so as to develop tools and processes to increase customer satisfaction.
- Maintaining up-to-date knowledge on customer business areas.
- Maintaining broad knowledge about company services.
- Being able to translate the findings into easy to understand reports or presentations for management.
- Interpreting data, analyzing results using statistical techniques.
- Developing and implementing data analyses, data collection systems and other strategies that optimize statistical efficiency and quality.
- Acquiring data from primary or secondary data sources and maintaining databases.
Job Requirements
- BSc/Ba in business administration or equivalent is a MUST
- Very Good Command of English
- Exempted, Postponed Military Service
- Proficient in Microsoft Office Suite
- Knowledge of customer service practices
- Experience in mediation and conflict resolution techniques
- Data analysis experience
- Able to adapt to continuously evolving changes at client project
- Self-Confidence, Dealing with Complexity
- Demonstrate speed at carrying out tasks, agility, critical-thinking, and problem-solving skills, ability to learn quickly
- Self-driven with attention to detail and follow-through to closure of issues
- Candidates with operational excellence experience have an added advantage
- Proven working experience as a Business Data Analyst is a MUST
- Excellent organizing abilities
- Skilled of statistics and experience using statistical packages for analyzing datasets (Excel, Power BI, relevant computer software, etc.)
