Job Title: Customer Service Analyst
Job Description: Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead. Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction. Take accountability for effectively handling senior level escalations or customer complaints received via various sources. Monitor and track incidents to ensure resolution occurs within the customer Service Level Agreement. May perform and/or ensure completion of quality review check on outgoing work within immediate team to ensure quality, accuracy, and consistency. May manage the team by resource planning to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets. May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material.
Qualifications: College graduate or undergrad with equivalent experience, Advanced communication skills, Advanced Customer Service, Intermediate computer skills, Intermediate analytical skills, Basic Performance Management, Basic Stakeholder Management, Basic Business Excellence, Proficiency in French – Efficient to Native level is required for client/business interaction, Written and verbal ability to communicate in English and the required language