Customer Experience & Operations Analyst

RECRUITROO IRELAND LIMITED; Dún Laoghaire-Rathdown; On-site; EUR 37,000 - 54,000; Full time

Job summary

RECRUITROO IRELAND LIMITED in Dublin is seeking multiple Business Support Analyst & Customer Relations roles for our premises at Pottery Road, Dun Laoghaire. Roles start with a salary range of €36,605 to €54,000 per year for a 40-hour week.

Salary may increase with additional hours and experience in CRM and data management. The position involves producing operational reports, analyzing customer contact volumes, monitoring KPIs, and supporting planning and continuous improvement initiatives.

Qualifications

• Handle inbound customer enquiries professionally and efficiently.
• Provide customers with updates regarding vehicle progress where appropriate.
• Assist with customer requests and bookings.

Responsibilities

• Produces regular operational reports and dashboards for the Aftersales Management Team.
• Analyse customer contact volumes, enquiry trends and communication performance.
• Monitor departmental KPIs and identify trends requiring management attention.
• Support business planning through data collection, reporting and analysis.
• Assist in identifying process improvements to enhance operational efficiency.
• Prepare management reports relating to customer activity, service demand and workflow performance.
• Support management with business projects and continuous improvement initiatives.
• Maintain and monitor the integrity and accuracy of customer data across Keyloop and CRM systems.
• Identify incomplete or inaccurate customer records and coordinate corrective actions.
• Support customer retention initiatives through effective CRM management.
• Assist with lead management and customer follow-up reporting.
• Ensure customer information is maintained in accordance with company standards and GDPR requirements.
• Generate customer data reports to support management decision-making.
• Analyse recurring customer feedback and identify themes and trends.
• Monitor customer satisfaction performance and support CSI and Five Star Rater improvement initiatives.
• Provide management with insight into customer behaviours and communication gaps.
• Support customer recovery activities through structured reporting and follow-up monitoring.
• Escalate recurring operational issues identified through customer interactions.
• Contribute to initiatives aimed at improving customer retention and loyalty.
• Support the coordination of customer communication relating to workshop activity.
• Assist with recall campaigns and customer contact programmes.
• Support mobility coordination and customer update processes.
• Assist with workflow administration and operational documentation.
• Provide administrative support for departmental projects and operational initiatives.
• Support service advisors and management through effective communication coordination and business administration.

Skills

Customer service

CRM management

Data analysis

Tools

Keyloop

Job description

RECRUITROO IRELAND LIMITED in Dublin is seeking multiple Business Support Analyst & Customer Relations roles for our premises at Pottery Road, Dun Laoghaire. Roles start with a salary range of €36,605 to €54,000 per year for a 40-hour week.

Salary may increase with additional hours and experience in CRM and data management. The position involves producing operational reports, analyzing customer contact volumes, monitoring KPIs, and supporting planning and continuous improvement initiatives.