Customer Service Data Analyst
November 20
Description
• Analyze data from customer service contacts identifying opportunities in CSAT (Customer Satisfaction), Conversations times, Conversation volumes and contact rate. • Analyze data from orders to identifying opportunities in customer experience. • NPS (Net Promoter Score), Refunds, Customer on time, public reviews, etc. • 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. • Deliver insights and reports for iVisa management (Product, OPS, Tech & Growth teams) with actionable improvements for Customer Experience. • Manage and track the initiatives proposed through the Customer Service and Customer Experience reports.
Requirements
• +2 year of relevant experience (Business intelligence, business analyst, data analyst) • 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. • Knowledge of SQL. • Experience working with Tableau/PBI or similar platforms. • Advanced English skills.
Benefits
• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues. • Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings. • Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health. • Training Allowance: Access an outstanding learning platform to facilitate your professional growth. • Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents. • Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above. • Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
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