Associate Customer Service Analyst
Pearson
Job Description – Experience User
About the Role:
This role is within our Continuous Improvement team working as an experience user, who will be mainly responsible for looking after and supporting our Benelux and Poland Operating Units, who have recently been onboarded to our Oracle EBS system.
Key Responsibilities:
Analyse customer service data to identify trends and areas for improvement. Develop and implement strategies to enhance customer satisfaction. Collaborate with the customer service team to resolve customer issues. Assist in the development and maintenance of customer service policies and procedures. Participate in training and development programs to stay current with industry best practices. Create and maintain detailed documentation of customer interactions and resolutions. Assist in the development and execution of customer service training programs. Coordinate with other departments to ensure a seamless customer experience. Prepare and present reports on customer service performance to senior management. Identify opportunities for process improvements and efficiency gains. Collaborate with cross-functional teams to drive process improvements and ensure alignment with organizational goals. Monitor and report on the progress of continuous improvement initiatives. Provide training and support to team members on continuous improvement tools and techniques. Conduct root cause analysis to identify and address underlying issues. Develop and maintain documentation related to process improvements.
Key Skills:
Work with large amount of information and capable of analysing data. Intermediate Microsoft Office Skills Good organisational skills with attention to detail. Strong verbal and written Communication skills Work flexibly in a changing environment Ability to work in a team environment under minimal supervision Provide support to co-workers regarding returns related questions, product knowledge etc. Take proactive involvement in determining and implementing process/system changes
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