Reporting Analyst, Customer Experience

Markem-Imaje; Cebu City; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

Dover Business Services is seeking a Reporting Analyst in Cebu City to generate accurate reports from CRM, ERP, and Salesforce. You will create dashboards, scorecards, and KPI trackers, analyze past performance, and help establish standardized reporting processes within the DFR team.

The role requires a Bachelor’s degree, 2–3 years in a Reports Analyst role in BPO/shared services, and strong Excel/Power BI proficiency. Hybrid work arrangement in Cebu City is offered to support operations.

Qualifications

• Bachelor’s Degree in any related field is required.
• 2–3 years’ experience as a Reports Analyst in a BPO or Shared Services setup.
• 5 years in the BPO/Shared Services industry, specifically in Customer Service.
• Experience in implementing and executing gamification.
• Strong verbal, written, and interpersonal skills with excellence in customer service.
• Experience generating dashboards, reports and decks.

Responsibilities

• Generate Accurate Reports from multiple tools such as CRM, ERP, Salesforce.
• Send/upload reports on external customer applications in a timely manner.
• Create dashboards, scorecards and metric tracking for the team.
• Analyze and interpret reports about past performance including KPIs and collaborate with the DFR Team on findings.
• Establish processes for reports, scorecards and related procedures.

Skills

Excel macros VBA

Power BI

Analytical thinking

Communication

Education

Bachelor’s Degree in any related field

Tools

CRM

ERP

Salesforce

Job description

## Reporting Analyst, Customer ExperienceApply: Hybrid: Cebu City, Cebu, Philippines: Full time: Posted Today: JR101985Dover Business Services [is an independent business unit that] empowers OpCo growth by providing best-in-class operations expertise and services to increase capacity, improve control and reduce costs. In the future, we will also provide analytics, strategic services and leverage advanced technologies. This enables OpCos to focus on customer business activity and growth strategies. DBS supports Dover’s Operating Companies through the processing of select financial and transactional processes and provides HR and IT support. DBS operates shared service centres in China, North America, the Philippines and Scotland.**Job Description*** Generate Accurate Reports from multiple tools such as CRM, ERP, Salesforce.* Send/upload reports on external customer applications in timely manner.* Create Dashboards, scorecards and metric tracking for the team.* Analyze and interpret reports about past performance including KPIs, metrics and collaborate with the rest of the DFR Team on key findings and challenges.* Establishment of process for reports, scorecards and other related procedures. **Qualifications and Educational Requirements** * Bachelor’s Degree in any related field* 2-3 years’ experience as a Reports Analyst in a BPO or Shared Services Set up.* 5 years in the BPO/Shared Services Industry specifically on Customer Service.* Experience in implementation and execution of gamification.* Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette* Experience in generating dashboards, reports and decks. **Skills** * Advance level on Excel knowledge with the ability to create reports using macros and VBA.* Ability to make analysis on reports and share inputs as to how to improve operations.* Knowledge and experience on Power BI is preferred.* Can do attitude. **COMPANY OVERVIEW**Dover Business Services (DBS) is an independent business to business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos).Dover Corporation deliver’s innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.”All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.