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Customer Service Operations Analyst
2 months ago
**Job Summary**
Orka Financial is seeking a highly skilled Customer Service Operations Analyst to join our team. As a key member of our customer service department, you will be responsible for analyzing and improving customer service operations and processes.
**Key Responsibilities**
- Collect, analyze, and interpret customer service data to identify trends, patterns, and insights that can inform business decisions.
- Develop and maintain customer service metrics, KPIs, and dashboards to track performance and identify areas for improvement.
- Perform root cause analysis on customer complaints and service failures to identify opportunities for process improvement.
- Analyze customer feedback from various channels to identify common issues and areas for improvement.
- Develop strategies to address and resolve customer pain points and improve overall customer satisfaction.
- Work closely with internal teams to track order and delivery performance and identify opportunities for improvement.
- Measure and report on delivery SLA performance and identify areas for improvement.
- Collaborate with the operations team to resolve customer issues related to order and delivery.
- Maintain customer service portals, spare parts catalogs, and other customer-facing resources.
- Provide level 1 support for customer logins, ticket handling, and solutions.
- Monitor, report, and analyze customer service tickets to identify trends and areas for improvement.
- Utilize customer service software and other tools to manage and analyze customer interactions and data.
- Provide regular reports on customer returns and warranty performance.
- Monitor and report on warranty KPIs and identify areas for improvement.
- Process spare parts quotes and track customer spare parts through delivery.
- Maintain spare parts catalogs and ensure accuracy and completeness.
**What We Offer**
A competitive salary of £32,000-£35,000 plus benefits package.
