Description:To be the single point of contact for all Customer Service data needs by providing detailed accurate and timely data analysis and reports to support management with decision making. This will involve creating and maintaining a daily dashboard for Customer Relations, Field Service & Churn using well designed graphics, pivot table and other tools to measure unit’s performance against set deliverables. Reports must provide clear insights to ensure continuous improvements for all identified units.1. JOB RESPONSIBILITIES
Perform data analysis for generating reports on periodic basis.
Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
Provide recommendations to update current MIS to improve reporting efficiency and consistency.
Ability to work with Big Data and provide actionable insights
Develop MIS dashboards for customer management and internal communication.
Provide strong reporting and analytical information support to management team.
Generate both periodic and ad hoc reports as needed.
Understand customer problems and provide appropriate technical solutions.
Participate in cross-functional meetings to resolve recurring customer issues.
2. SKILLS & KNOWLEDGEEducational Qualifications & Functional / Technical Skills
First degree in Sciences / Technology
Additional certification in Customer Relationship Management
Excellent computer skills especially MS Excel (Proficiency in MS Excel will be tested)
Knowledge of Sales Force CRM will be a plus but not mandatory
3.RELEVANT EXPERIENCE
5 Years work experience in a customer service related role
2 years of varied experience in data analytics, statistics, or any related role
Proficiency in providing detailed reports under tight time constraints
Other requirements (Behavioral etc.)
Strong problem-solving skills
Good mathematical ability, IT skills and excellent computer knowledge
Good communications skills
A high level of accuracy
Attention to details
Fast learner
Team player
Willingness to put in extra hours when required
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