£20.84 - 20.84 per hour
Title: Customer Support and Insight Analyst
Contract Position based at: Here East, Stratford + Remote Working
Rate: £20.84 LTD Co rate / £16.39 PAYE rate
Role - Inside IR35
Work with Global Contact Centre Operations to deliver high quality first line customer support - SPOC for EU customer support hubs to advise of technical issues and solutions and up-coming features.
- Drive issue resolution by tracking issue ownership, current status and escalate internally where appropriate.
- Participate in market hub meetings to cascade issues, track hub performance, and triage issues.
- Liaise with product team to understand technical issues and feedback to hub
- Produce regular bulletins identifying upcoming features, known issues, and guidance on fixes.
- Consolidate metrics from multiple sources to give a monthly view on hub performance
- Coordinate GDPR issues and ensure closure within SLA timing
- Drive customer engagement and app stability improvement actions by:
- Assisting team to ensure app performs consistently
- Reaching out to external customers through App stores
- Consolidating internal customer feedback, responding and reporting out on a regular basis
- Plan and coordinate multiple customer/dealer clinics across EU5
- Support day to day operations within the markets. Create /maintain tracking /analytics against KPIs
- Provide new articles and job-aids for the CRC Knowledgebase and customer/member FAQs for Pro App and Web.
- Assess quality of in-app self-help articles developing process to quantify and improve o Ensure Legal approval and translation.
- Investigate and implement automation tools to unblock vehicles / develop process
- Advanced Excel with experience of using Pivot Tables and Macros
- Excellent presentation skills, project management, data consolidation and analysis
- Customer support experience
- Working with multiple customers
- Data analytics
- Document review, customer engagement methodologies, social media
A- Level standard ideally Degree qualified.
THIS POSITION IS CONFIRMED INSIDE IR35.
Contract Duration Remainder 2021.
Minimal domestic travel may be required (potentially Daventry and South East one per QTR) Location Here East, Stratford / Remote working.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.