Customer Support Analyst - Soweto

Placements24; Soweto; Hybrid; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Remote work

Professional development

Team collaboration

Paid time off

Retirement plan

Recognition

Data tools

Career growth

Health coverage

Job summary

Placements24 is seeking a detail-oriented Customer Support Analyst to analyze support data, identify trends, and provide insights to improve customer service operations from Soweto, Gauteng. The role supports remote work, offering flexibility while maintaining rigorous reporting standards.

The ideal candidate has strong analytical skills, experience with CRM systems, and proficiency in Excel/SQL/Python or R.

Qualifications

• Bachelor's degree in Statistics, Mathematics, Business Analytics, Computer Science, or a related quantitative field.
• Proven experience as a Customer Support Analyst, Data Analyst, or in a similar analytical role.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, Python/R).
• Experience with CRM systems and helpdesk ticketing software is essential.
• Ability to create clear and informative reports and visualizations.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple analytical projects simultaneously in a remote setting.
• Familiarity with the customer service landscape, particularly within the Soweto, Gauteng region, is beneficial.
• A strong desire to drive improvements through data-driven decision-making.

Responsibilities

• Collect, analyze, and interpret customer support data from various sources (tickets, calls, surveys).
• Identify trends, patterns, and root causes of customer issues and support challenges.
• Develop reports and dashboards to track key performance indicators (KPIs) related to customer support.
• Provide actionable insights and recommendations to management and support teams to improve service quality and efficiency.
• Monitor customer feedback and sentiment to identify areas for enhancement.
• Assist in the development and refinement of support processes and workflows based on data analysis.
• Evaluate the effectiveness of support tools and technologies.
• Collaborate with other departments to ensure data consistency and comprehensive analysis.
• Document findings and present reports clearly and concisely to stakeholders.
• Stay updated on best practices in customer support analytics and data interpretation.

Education

Bachelor's degree in Statistics, Mathematics, Business Analytics, Computer Science, or related quantitative field

Tools

Excel

SQL

Python/R

CRM systems

Helpdesk ticketing software

Job description

About the Role

Our client is seeking a detail-oriented and analytical Customer Support Analyst to join their team in Soweto, Gauteng . This role is essential for analyzing support data, identifying trends, and providing insights to improve customer service operations and overall customer satisfaction. The ideal candidate will possess strong analytical skills, a thorough understanding of customer support metrics, and excellent reporting capabilities. You will play a key role in evaluating support performance, identifying areas for improvement, and recommending data-driven solutions. This position offers the flexibility of remote work, allowing you to contribute effectively while maintaining a healthy work-life balance. We are committed to fostering a supportive and growth-oriented environment where analytical contributions are valued. This is a great opportunity to make a significant impact on customer experience through insightful analysis and strategic recommendations. Join us in enhancing our client's customer support excellence.

Key Responsibilities

• Collect, analyze, and interpret customer support data from various sources (tickets, calls, surveys).
• Identify trends, patterns, and root causes of customer issues and support challenges.
• Develop reports and dashboards to track key performance indicators (KPIs) related to customer support.
• Provide actionable insights and recommendations to management and support teams to improve service quality and efficiency.
• Monitor customer feedback and sentiment to identify areas for enhancement.
• Assist in the development and refinement of support processes and workflows based on data analysis.
• Evaluate the effectiveness of support tools and technologies.
• Collaborate with other departments to ensure data consistency and comprehensive analysis.
• Document findings and present reports clearly and concisely to stakeholders.
• Stay updated on best practices in customer support analytics and data interpretation.

Requirements

• Bachelor's degree in Statistics, Mathematics, Business Analytics, Computer Science, or a related quantitative field.
• Proven experience as a Customer Support Analyst, Data Analyst, or in a similar analytical role.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, Python/R).
• Experience with CRM systems and helpdesk ticketing software is essential.
• Ability to create clear and informative reports and visualizations.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple analytical projects simultaneously in a remote setting.
• Familiarity with the customer service landscape, particularly within the Soweto, Gauteng region, is beneficial.
• A strong desire to drive improvements through data-driven decision-making.

Benefits

• Our client offers a competitive salary commensurate with your analytical expertise and experience.
• Comprehensive health and wellness benefits, including medical and dental coverage, are provided.
• Flexible remote working arrangements offer excellent work-life balance.
• Opportunities for professional development, including advanced training in data analytics and relevant software, are available.
• A collaborative and supportive team environment encourages innovation.
• Generous paid time off ensures adequate rest.
• Retirement savings plan options are accessible.
• Performance recognition and potential for career advancement within analytics or operations.
• Access to powerful data analysis tools and platforms.
• This role offers a fantastic opportunity to grow your career in a data-centric environment.