Customer Service Business Analyst

Summary

Salary
Base + performance based bonus + competitive benefits
Team
Customer Service
Location
Seoul - South Korea

Description

As part of our growing Customer Care team, the main purpose of the role is to:
  • Review, analyze and evaluate business systems and user needs
  • Document requirements, define scope and objectives and formulate systems to parallel overall business strategies

Accountabilities

  • Construct workflow charts and diagrams
  • Improve customer care operation by studying current practices
  • Monitor customer care operation progress by tracking activity and develop action plans to solve the problems with the appropriate reports
  • Prepare the operational reports by collecting, analyzing and summarizing information and trends
  • Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the client group
  • Interpret, evaluate and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making
  • Perform daily, weekly and monthly reviews and analyses of current operations using the operational metrics and reports in contact center and repair center
  • Review a variety of areas including spare part management, S&A sales, procurement 
  • Understand and communicate the financial and operational impact of any changes
  • Suggest changes to Head of Customer Care and team using analytics to support your recommendations. Actively participate in the implementation of the approved changes
  • Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
  • Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues
  • Create and/or maintain KPIs, quality reports, and post-call survey reports. Support the creation of forms for quality management programs 
  • Support the daily monitoring, reporting and support of the system through various monitoring and reporting systems

Skills

  • 5-8 years' working experience of which, minimum 2 years’ business analyst experience in a customer service organization
  • Bachelor’s Degree in appropriate field of study or equivalent work experience
  • Microsoft Excel, Access and/or SQL experience preferred
  • Ability to impact operations and effect change without being confrontational
  • Detail oriented, analytical and inquisitive
  • Ability to work independently and with others
  • Extremely organized with strong time-management skills
  • Excellent track record in change management programs
  • English  - Excellent Spoken and written skills

Benefits

The successful candidate will receive a competitive compensation package which will include a base salary and annual performance bonus scheme.

Posted: 12 February 2019