Customer Care Reporting Officer

Dis-Chem Pharmacies in Midrand has an opportunity available for a Customer Care Reporting Officer to join their team. The main purpose is to provide customer & loyalty reports and analytical solutions that support operational and performance improvements for the business. Analyse customer reports to identify trends, anomalies, and opportunities for growth, improvement, and marketing.

Minimum Requirements…

Essential:

• Grade 12 / Matric
• Commerce - Marketing, BA, Analytics
• Diploma/Degree in Computer Science/Economics/Mathematics Analytics

Advantage:

• 1 – 2 years customer service insights or analytics role
• SAP Retail

Job Specification...

Customer Service Analytics:

• Analyse customer & loyalty data and reports to identify trends, provide findings and recommendations.
• Collate and analyse data from existing reports and request additional reports from SAP CRM and Social Media listening/Engagement service provider to provide insights.
• Interprets data rationally by quantifying issues and putting forward solutions to drive customer centricity.
• Collect and analyze data for various disciplines from all channels including phones, social media, Cloud 4 Customer (C4C) system, both internal and external analytics and industry comparisons.
• Compile reports and monitor data to identify changes in operational trends pertaining to Careline, Customers, the Benefit Programme, and affiliated Benefit Partners.
• Prepare and submit reports and results to various stakeholders and avail on shared drives e.g., store audits, marketing reports, Careline analytics, social media analytics, or C4C analytics.
• Align with loyalty stakeholders to identify parameters for reports and analytics opportunities and implement initiatives to improve.
• Reporting on all relevant information (e.g., trends/analysis) pertaining to Social Media Community Management using social media analysis tools.
• Monitor customer journeys to innovate and provide insight that produces data and findings.

Reporting:

• Identify reporting and analytical opportunities that lead to achieving operational objectives.
• Prepare recommendations and findings from related reports and share them with stakeholders for review and discussion.
• Determine new reports needed, amendments, or changes to existing reports.

Communication:

• Ensure effective internal communication within Customer Care and Benefits department.
• Respond to written or email inquiries as per the agreed Service Level Agreement.

Administration:

• Make use of available information to identify gaps, challengers or misalignments and suggest preventative measures to stakeholders to improve customer experience.
• Ensure that the information provided for reporting is accurate and integrity in the data.
• Regularly recommend updates and changes as necessary to ensure the accuracy of data.
• Support the Benefit and Customer Care teams in reaching their goals through analysis.

General:

• Adhere to Dis-Chem Policies and Standard Operating Procedures.

Competencies

Essential:

• Customer service practices and analytical skills. SQL, MS Office, and Tableau (BI)
• Ensure that reports that are analysed and shared are of good quality and accurately presented.
• Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information.
• Cognitive Skills
• Business Acumen
• Communication Skills
• Interpersonal Skills
• Self-Management Skills
• Technical skills

Special conditions of employment:

• Traveling to meetings and training.
• South African citizen.
• MIE, clear criminal and credit.
• Driver’s license and/or own reliable transport.

Remuneration and benefits:

• Market related salary.
• Provident fund.
• Medical aid.
• Staff account.

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN’T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE, PLEASE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.

Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process aligned to Dis-Chem’s Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.