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Customer Service Analyst - Mirza Shirazi Ofiice

Tehran | Operation | Full-time

We are seeking a customer service analyst with an interest in developing the process of customer support. Customer service analyst will provide data-driven feedback for improving team and consider global customer care models in order to make the team’s process efficient enough to meet company’s goals. The Analyst is responsible for quality control of emails and calls, working with data and providing appropriate business reports and bench-marking customer care services.


Requirements
  • Familiarity with customer satisfaction techniques & CRM standards
  • Monitor calls and emails to ensure agents are providing accurate and courteous service; provide monitoring results to supervisors to coach agents on areas of improvement
  • Participate in the design of agents' monitoring formats and quality standards
  • Recommend individual remedial training opportunities
  • Use statistical methods to analyze data and generate useful business reports
  • Research and develop statistical learning models for data analysis
  • Identify and recommend new ways to save money by streamlining business processes
  • Use data to create models that depict trends in user behaviours
  • Ability to collaborate effectively and work as part of a team
  • Strong attention to detail
  • Having a good knowledge of English language for considering global customer care services
  • Familiar with data analytics tools such as Google Analytics, Power Bi, …
  • Ability to prioritise tasks and operate under pressure
  • Responsive, team-oriented personal style for effective communication with users and colleagues
  • Energetic, enthusiastic, detail-oriented, about helping others
  • Passionate, proactive, solution-orientated, creative and able to think and learn quickly
  • Other duties as assigned

Related job experience is a plus.

Benefits
  • Appropriate and on-time payment
  • Flexible working hours
  • Talented colleagues and interesting work environment
  • Supplementary health insurance
  • Generous low-interest loans to employees
  • Various on-site entertainments