Job Summary
We are seeking an Online Analyst with 2 to 3 years of experience to join our team. The ideal candidate will have a strong background in customer service and proficiency in speaking English. This role involves working in a hybrid model with rotational shifts providing support and analysis to enhance our online presence and customer satisfaction. Experience in ISV and Hi-Tech domains is a plus.
Responsibilities
Provide exceptional customer service through various online platforms to ensure customer satisfaction and retention.Analyze customer feedback and data to identify trends and areas for improvement in our online services.Collaborate with cross-functional teams to develop and implement strategies to enhance the online customer experience.Monitor and manage online customer interactions to ensure timely and effective resolution of issues.Create and maintain detailed reports on customer interactions and feedback for continuous improvement.Assist in the development and execution of online marketing campaigns to drive customer engagement.Utilize analytical tools to measure the effectiveness of online initiatives and provide actionable insights.Support the implementation of new online tools and technologies to improve customer service efficiency.Conduct regular training sessions for team members on best practices in online customer service.Stay updated with industry trends and best practices to ensure our online services remain competitive.Participate in rotational shifts to provide 24/7 support to our online customers.Communicate effectively with customers and internal teams to ensure alignment and clarity on service expectations.Contribute to the development of policies and procedures to enhance the overall online customer experience.
Qualifications
Must have strong experience in customer service with a focus on online platforms.Must be proficient in speaking English to effectively communicate with customers.Nice to have experience in ISV and Hi-Tech domains to bring additional insights to the role.Must be able to work in a hybrid model and adapt to rotational shifts.Must have strong analytical skills to interpret customer data and feedback.Must be able to collaborate effectively with cross-functional teams.Must have excellent problem-solving skills to address customer issues promptly.Must be detail-oriented to maintain accurate records and reports.Must be proactive in identifying opportunities for improvement in online services.Must have good organizational skills to manage multiple tasks and priorities.Must be adaptable to new tools and technologies in the online customer service space.Must have strong communication skills to interact with customers and team members effectively.Must be committed to continuous learning and staying updated with industry trends.