Customer Care Reporting Officer - Midrand at Dis-Chem Pharmacies

Minimum Requirements…
Essential:

• Grade 12 / Matric
• Commerce - Marketing, BA, Analytics
• Diploma/Degree in Computer Science/Economics/Mathematics Analytics

Advantage: 

• 1 – 2 years customer service insights or analytics role
• SAP Retail 

Job Specification...

Customer Service Analytics:

• Analyse customer & loyalty data and reports to identify trends, provide findings and recommendations.
• Collate and analyse data from existing reports and request additional reports from SAP CRM and Social Media listening/Engagement service provider to provide insights.
• Interprets data rationally by quantifying issues and putting forward solutions to drive customer centricity.
• Collect and analyze data for various disciplines from all channels including phones, social media, Cloud 4 Customer (C4C) system, both internal and external analytics and industry comparisons.
• Compile reports and monitor data to identify changes in operational trends pertaining to Careline, Customers, the Benefit Programme, and affiliated Benefit Partners.
• Prepare and submit reports and results to various stakeholders and avail on shared drives eg, store audits, marketing reports, Careline analytics, social media analytics or C4C analytics.
• Align with loyalty stakeholders to identify parameters for reports and analytics opportunities and implement initiatives to improve.
• Reporting on all relevant information (eg, trends/ analysis) pertaining to Social Media Community Management using social media analysis tools.
• Monitor customer journeys to innovate and provide insight that produces data and findings.

Reporting:

• Identify reporting and analytical opportunities that lead to achieving operational objectives.
• Prepare recommendations and findings from related reports and share them with stakeholders for review and discussion.
• Determine new reports needed, amendments, or changes to existing reports.

Communication:

• Ensure effective internal communication within Customer Care and Benefits department.
• Respond to written or email inquiries as per the agreed Service Level Agreement.

Administration:

• Make use of available information to identify gaps, challengers or misalignments and suggest preventative measures to stakeholders to improve customer experience.
• Ensure that the information provided for reporting is accurate and integrity in the data.
• Regularly recommend updates and changes as necessary to ensure the accuracy of data.
• Support the Benefit and Customer Care teams in reaching their goals through analysis.

General:

• Adhere to Dis-Chem Policies and Standard Operating Procedures.

Competencies

Essential:

• Customer service practices and analytical skills. SQL, MS Office, and Tableau (BI)
• Ensure that reports that are analysed and shared are of good quality and accurately
  presented
• Is articulate in giving presentations; is eloquent and explains things well; projects social
  confidence when articulating information
• Cognitive Skills
• Business Acumen
• Communication Skills
• Interpersonal Skills
• Self-Management Skills
• Technical skills