Associate Analyst

Brainhunter Systems Ltd; Toronto; On-site; CAD 28,413 - 40,467; Full time

Job summary

A leading consulting firm is seeking a Business Support Analyst for an 8-month contract in Toronto, ON. This on-site position requires 3-5 years of related experience and excellent communication skills. Responsibilities include liaising with stakeholders, managing customer inquiries, and improving processes. Ideal candidates will possess a college diploma, analytical skills, and experience with Zendesk. Interested applicants should send their updated resume to the provided email.

Qualifications

• 3 – 5 years of related experience.
• Passion for customer satisfaction excellence.
• Prior experience with call centre technology is beneficial.

Responsibilities

• Provide excellent service to customers while adhering to policies.
• Respond to complex customer inquiries and complaints.
• Participate in meetings to present trends and suggestions for improvement.

Skills

Excellent oral and written communication skills in English

Customer service expertise

E-commerce experience

Analysis and reporting skills

Microsoft Office skills (Excel, Word, Access)

Zendesk experience

Teamwork capability

Excellent organizational skills

Education

College diploma or post-secondary education

Tools

Zendesk

Microsoft Office (Excel, Word, Access)

Job description

Hiring Business Support Analyst. Preference will be given to candidates whose resumes clearly meet the required experience and requirements outlined below. Professionals with suitable experience may send their updated resume to [e-mail]

Requirement Summary

• Job Role/Title: Associate Analyst - Business Support Analyst
• Job Type: Contract Opportunity. Initial contract of 8 months with good possibilities of extensions.
• Job Location: Toronto, ON M5V 0R9, Canada.
• Work Style: On-site Work Setting - 5 days/week in the office required.
• Work Hours: 40 hours/week, typically Monday-Friday 9:00 am to 5:00 pm
• Rate Cap: $25/Hr. (on T4).

Interview

• Initial interview on MS Teams.
• Second interview in the office In-person / Face-to-Face interview.

Position Overview

The BA Support Associate will liason with stakeholders (both internal and external delivery companies, 3rd party call centre referred to as a Control Tower for Delivery orders) for process improvement, reporting and incident management - make improvements to existing processes for reactive and proactive order management - not only for customers but also stores - provide and implement strategic forward thinking recommendations and solutions - work within Zendesk to improve documentation and reporting - off hours support will be required in cases of incident management.

Key Responsibilities

• Provide excellent service to customers while keeping in mind the company’s policies and standards, and in compliance with any relevant Legislative/regulatory requirements.
• To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times. Customer requests/complaints handled at this level are generally more complex and require increasingly superior problem-solving, investigative, negotiation, complaint resolution, and decision-making skills.
• Identify needs and resolve call centre and customer inquiries/requests via telephone and by electronic means within the department standards and guidelines and agreed protocols.
• Adhere to processes, procedures, and codes of working practice that promote a comprehensive quality approach to service delivery. All reps are evaluated regularly on the quality of their service delivery.
• Manage all contacts in terms of time spent on resolution, customer expectations, and satisfaction, according to specified departmental service level targets.
• Respond to complex customer inquiries and complaints in a highly informed, accurate, and responsible manner and in accordance with the resources provided.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
• Contribute to improvements to contact handling protocols, systems, and processes to meet the needs of internal and external customers.
• Provide feedback and reporting of the overall customer experience, and provide opportunities for customer experience enhancements.
• Participate in meetings to present trends that are uncovered, while making actionable suggestions for improvement.
• Use customer feedback and data to translate, create, and maintain business objectives
• Actively review call center data and report on voice of the customer, surveys, QA scores, and analysis.
• Due to the more complex nature of issues, a role is required to establish and maintain effective relationships with internal and external customers. They must regularly liaise with both internal and external contacts as required to resolve customer issues and satisfy inquiries.

Key Skills and Qualifications for this Role

• College diploma or post-secondary education.
• 3 – 5 years of related experience
• Excellent oral and written communication skills in English.
• Excellent communication skills and customer service expertise are required.
• Experience with e-commerce and social media in the marketing/corporate environment.
• Demonstrated analysis and reporting skills
• Demonstrated PC skills: Microsoft Office-Excel, Word, Access, reporting software, and/or other software/database skills, Zendesk experience
• Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment.
• Prior experience with call centre technology is beneficial.
• Flexible and responsive to both the needs of the customer and the organization.
• Display tact and diplomacy in handling all levels of customer interaction.
• Work effectively as a team member, or individually as required, in a demanding environment.
• Ability to manage workload is required.
• Excellent organizational and time management skills.
• Strategic creative problem solver who is innovative, data-driven, and improvement-oriented.

How to Apply

Please email me your up-to-date Resume/CV at [e-mail].

We appreciate all the applicants for their interest in working with us; however, only those candidates shortlisted for the next steps in the hiring process will be contacted.