Customer Success Analyst

KB190319 | Permanent | Southern Scotland | 45K - 55K Depending On Experience
Home Based


Overview

The Customer Success Analyst will be responsible for proactively analysing the company’s customer facing interactive technologies. As well as ensuring that return on investment is maximised and the required level of customer satisfaction is achieved, the successful Candidate will be aware of underperforming areas and will create and implement process improvements accordingly. Applicants must have experience of working in a similar, business operations and analytical role and will demonstrate a successful track record of achieving success. Good knowledge of Contact Centre and IVR technologies would be highly advantageous. This is a Home Based role within Southern Scotland.


Responsibilities & Requirements

Responsibilities

  • The Customer Experience Specialist will be responsible for maximising return on investment by continuously improving customer experience.
  • Ensure continuous customer satisfaction.
  • Evaluate the effectiveness of customer facing, interactive technologies.
  • Proactively review and analyse customer feedback and comments.
  • Prepare service performance report on improvements and present to clients.
  • Be constantly aware of areas of underperformance and customer dissatisfaction.
  • Collaborate with internal development teams on rollouts and deployments.
  • Create and deliver high standard training sessions to customers.
  • Continuously strive to improve internal processes and procedures.
  • Represent the company in a professional manner at all times.
  • Come up creative ideas and implement improvements to advance the company’s position in a competitive market.
  • Demonstrate flexibility in the management of occasional heavy workflow.
  • Carry out key quality assurance checks.

 

Requirements

  • Degree level education in a relevant field is preferred.
  • Previous experience within a business operations and / or analytical role.
  • Must have good understanding of Contact Centre and Customer Engagement technologies.
  • Good knowledge and experience with IVR technology would be highly advantageous.
  • Demonstrable customer service background.
  • Successful track record in delivering results.
  • Ability to create and deliver high standard presentation to various audiences.
  • Excellent organization and prioritising skills.
  • Ability to identify problem ideas and implement appropriate changes.
  • Ability to come up with creative ideas to improve customer experience.
  • Strong and confident communicator with excellent negotiation skills.
  • Ability to make profitable business decisions.
  • Adaptable to changing work environments.
  • Work effectively under pressure and to tight deadlines.
  • Proven ability to work effectively on own initiative.
  • Ability to manage and resolve conflict.
  • HTML, Web development and JavaScript skills would be highly advantageous.
  • Good basic understanding of contact centre technologies and trends would be ideal.
  • Strong analytical and numerical skills.

 



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Posted by

Kirsty Bottomley

Position: Junior Headhunter and Lead Researcher


  • Tel: +44 (0)115 838 9496
  • kirsty.b@fullbrookconsulting.com

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