Customer Service Business Analyst
November 22
Description
• Analyze data from customer service contacts identifying opportunities in CSAT, Conversation times, Conversation volumes, and contact rate. • Analyze data from orders to identify opportunities in customer experience. • Find patterns in customer contacts and deep dive into customer behaviors. • Create analysis frameworks and Dashboards for KPI monitoring. • Deliver insights and reports for the Customer service team with actionable improvements for operational performance. • Manage and track the initiatives proposed through the Customer Service and Customer Experience reports.
Requirements
• +2 years of relevant experience (Business intelligence, business analysis, data analysis) • Experience with reporting business opportunities based on data. • Bachelor's degree in Business, Economics, or Engineering. • More than a year of experience in similar positions. • Advanced Excel/Sheets skills. • Experience working with Tableau/PBI or similar platforms. • Advanced English skills.
Benefits
• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere. • Work from anywhere: We embrace a remote-first approach. • Mental wellness sessions: Our sessions are led by certified psychologists. • Training Allowance: Access an outstanding learning platform. • Extended Family Leave policy: Our policy covers all birthing and adopting parents. • PTO for all employees and Unlimited PTO for managers and above.
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