Customer Services Analyst

-; Cape Town; Hybrid; ZAR 300,000 - 500,000; Full time

Job summary

A global energy company in Cape Town is seeking a candidate to analyze customer services operations and improve productivity. You will develop initiatives, drive automation, and forecast staffing needs within a hybrid work environment. The position demands strong analytical skills, experience in capacity planning, and proficiency in Excel and PowerBi. Candidates should hold a relevant degree and have a background in customer service operations.

Benefits

Flexible working options

Collaboration spaces

Hybrid work model

Qualifications

• Experience in continuous improvement is advantageous.
• Understanding of operational activities including phone, email, chat, social media support.
• Capacity planning experience of 3-5 years.
• Ability to forecast and schedule based on needs.
• Experience generating insights and reports for stakeholders.
• Ability to work under pressure.

Responsibilities

• Develop and implement initiatives to improve customer services.
• Drive digital automation in reporting and workflows.
• Analyze customer issues to develop appropriate solutions.
• Create tools and processes to enhance customer satisfaction.
• Manage customer databases and stay updated on business areas.
• Produce volume forecasts and staffing models for planning.

Skills

Agility

Analytical thinking

Process improvement

Commercial acumen

Communication

Conflict management

Creativity

Customer-centric thinking

Digital fluency

Resilience

Sustainability awareness

Emotional understanding

Workload prioritization

Education

Bachelor's degree or equivalent experience at NQF level 7

Tools

Excel

PowerBi

CRM systems

SAP systems

Job description

The role is responsible for analyzing the customer services department's operations and providing recommendations to improve productivity and customer satisfaction levels. The incumbent will also be responsible for planning and forecasting staffing requirements, translating these into optimal schedules, and managing intra-day adjustments to support multi-department contact centre operations. Additionally, creating automated reports and sharing insights with stakeholders is a key part of the role.

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

Key Responsibilities

• Develop and implement initiatives to improve customer services
• Drive digital automation in reporting and workflows
• Analyze customer issues to develop appropriate solutions
• Create tools and processes to enhance customer satisfaction
• Maintain records and documentation for future reference
• Maintain relationships with internal departments and clients to improve performance
• Manage customer databases and stay updated on business areas
• Create work force management forecasts and schedules based on business needs and past data
• Ensure optimal staffing schedules balancing customer, business, and staff needs
• Monitor real-time performance and make intra-day adjustments to maximize efficiency
• Analyze current performance and historic trends for continual improvement
• Coordinate staffing adjustments with operations based on forecasts and real-time data
• Produce volume forecasts and staffing models for short and long-term planning
• Compare forecasted versus actual results to identify improvement opportunities
• Provide daily performance reports to leadership
• Participate in service improvement initiatives and act as a brand ambassador
• Understand and communicate business issues and technical concepts

Qualifications

• Bachelor's degree or equivalent experience at NQF level 7
• Experience in continuous improvement is advantageous
• Understanding of operational activities including phone, email, chat, social media support
• Proficiency in Excel, PowerBi, and data analysis
• Capacity planning experience of 3-5 years
• Ability to forecast and schedule based on needs
• Experience generating insights and reports for stakeholders
• Ability to work under pressure and familiarity with CRM and SAP systems

We support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to creating an inclusive environment where everyone is respected and treated fairly.

This role offers flexible working options, collaboration spaces, and a hybrid work model with 60% office and 40% remote work, as agreed with management.

Additional Information

Travel Requirement: No travel expected

Relocation Assistance: Not available

Remote Type: Hybrid (office/remote)

Skills: Agility, analytical thinking, process improvement, commercial acumen, communication, conflict management, creativity, customer-centric thinking, digital fluency, resilience, sustainability awareness, emotional understanding, workload prioritization

Legal Disclaimer: We are an equal opportunity employer committed to diversity and inclusion. Adjustments for accessibility are available upon request. Employment may be contingent upon compliance with local policies, including background checks and medical assessments.