Customer Experience Analyst at The Unlimited

Purpose of the Role

• To analyse, monitor, support and report on the End-to-End Customer Service Delivery Customer Experience (CX).

Key Responsibilities:

• End-to-End Service delivery problem detection, root cause analysis and resolution.
• End-to-End Service delivery problem and change co-ordination.
• End-to-End Service Delivery Process mapping and operationalisation (Implementation).
• Customer Service (Customer Experience) Agent support Training.
• Analyse and support Operational Customer Service Delivery processes
• Analyze Service Delivery data and information to identify bottle necks and Service Delivery improvements.
• Work closely with and collaborate with various teams (Internal and External) achieve outcomes based on Customer Experience goals
• Recommend Service Delivery performance improvements
• Enhance Service Delivery workflows
• Keep updated on industry and market trends related to Service Delivery.

Knowledge and Experience:

• Matric
• 5 to 7 years experience in an operations environment
• 2 to 5 years working in the capacity an Operations Analyst  with experience in Operational Problem Source Identification and Analysis and setting up Service Delivery Processes, Dashboards.

Skill Competencies:

• Excel Advanced - How to use and create Pivot Tables
• Data Analysis and Trending
• Create process Flows
• Problem Analysis
• Developing and providing Training.
• Excellent operational service delivery analytical skills
• Strong attention to detail
• Exceptional verbal and written communication skills
• High proficiency in Microsoft Office applications especially Excel and working with Pivot Tables.
• Must be able to work with minimal supervision
• Good interpersonal skills working with different support and Techincal levels.
• Logical Thinker
• Workflow management skills
• Ability to prioritize and meet deadlines

Personal Characteristics:

• Conscious
• Vulnerable
• Emotionally resilient
• Courageous
• Own It Do It Now