ZIM Integrated Shipping Services Hiring for Customer Service Analyst at Norfolk, VA Full Time

Main Purpose of the Role:

The customer service analyst will be responsible for handling customer inquiries, complaints, or other issues related to their service interactions. Key responsibilities include compiling data about these interactions to identify trends or areas to improve the customer experience. Also, conducting research and analysis on the customer service processes, ensuring efficiency on the Customer Experience.

Main Tasks:

• Analyzing customers CSAT/DSAT data
• Build daily/weekly/month data ing and Customer insights based on customer data.
• Follow up with CS Leadership to provide a gap analysis s and action items.
• Generate monthly s on customer satisfaction levels.
• Presenting and communicating the results of the findings to leadership.
• Putting together visualizations- charts and graphs, writing s, and presenting information to interested parties.
• Determining the nature of customer complaints and recommending solutions.
• Participate in customer meetings as needed.
• Develop and maintain a comprehensive database of scorecards, performance s and weekly stats.
• Analyze results and provide recommendations for service improvements to drive customer satisfaction (customer service KPIs).
• Stay current with industry’s concepts, practices, procedures, and internal computer software.
• Assist in process reviews and roll outs of innovative programs.
• Document all customer interactions in the company CRM.

Requirements

• Bachelor’s degree (B. A.) from a four-year college or university.
• One to two years related experience and/or training; or equivalent combination of education and experience.
• Strong analytical and problem-solving skills.
• Expert working Knowledge of Microsoft Excel Spreadsheet, Data Manipulation, Formulas, Lookups, Filters, Pivot Tables, Etc.
• Shipping industry experience is an advantage.
• Experience with data identification, collecting, clean in preparation for analysis and interpret the result.
• SQL experience.