Customer Care Reporting Officer - Midrand

Job Title: Customer Care Reporting Officer - Midrand

Job Location:

Gauteng, Johannesburg

Deadline: May 17, 2025

Qualifications:

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

Advantage:

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

Job Responsibilities:

Customer Service Analytics:

• Analyze customer & loyalty data and reports to identify trends, provide findings and recommendations.
• Collate and analyze data from reports and request additional reports from SAP CRM and social media listening/engagement services to provide insights.
• Interpret data rationally, quantify issues, and propose solutions to enhance customer centricity.
• Collect and analyze data from all channels including phones, social media, Cloud 4 Customer (C4C), and industry comparisons.
• Compile reports and monitor data to identify operational trends related to Careline, Customers, Benefit Programme, and partners.
• Prepare and share reports with stakeholders, including store audits, marketing reports, and analytics.
• Collaborate with loyalty stakeholders to identify parameters for reports and analytics opportunities, and implement initiatives for improvement.
• Report on Social Media Community Management using analysis tools.
• Monitor customer journeys to generate insights and data findings.

Reporting:

• Identify reporting and analytical opportunities to meet operational goals.
• Prepare and share recommendations and findings from reports.
• Determine needs for new reports or modifications to existing reports.

Communication:

• Ensure effective internal communication within Customer Care and Benefits departments.
• Respond to inquiries via email or written communication as per SLA.

Administration:

• Use available data to identify gaps and suggest improvements.
• Ensure data accuracy and integrity in reports.
• Recommend updates to maintain data quality.
• Support teams through data analysis to achieve their goals.

General:

• Adhere to company policies and SOPs.
• Maintain good quality in reports and presentations.
• Be articulate and confident in giving presentations and explaining information.