Hybrid: Customer Insight & Support Analyst

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 300,000 - 460,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health and wellness benefits

Professional growth opportunities

Collaborative team environment

Generous paid time off

Retirement fund contributions

Training resources and workshops

Job summary

WhatJobs Direct in Nelspruit is seeking a detail-oriented Customer Support Analyst to monitor customer interactions, analyze support data and identify trends. You will translate data insights into actionable strategies to benefit customers and support operations.

The role emphasizes data-driven improvements, collaboration with cross-functional teams, and maintaining knowledge resources to enhance the customer experience.

Qualifications

• Bachelor's degree in Business Administration, Statistics, Computer Science, or a related analytical field.
• 1-3 years of experience in a customer support role with a strong analytical component.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, data visualization software).
• Strong written and verbal communication skills and the ability to present data clearly.

Responsibilities

• Analyze customer support data, including ticket volume, resolution times, and customer feedback.
• Identify recurring issues and trends, developing reports with actionable insights and recommendations.
• Monitor KPIs for the customer support team.
• Collaborate with the support team to implement process improvements and best practices.
• Assist in developing and maintaining knowledge base articles and support documentation.
• Provide insights to product and development teams regarding customer issues and feedback.
• Conduct quality assurance reviews of customer interactions.
• Contribute to training of support staff by identifying areas for skill development.

Job description

WhatJobs Direct in Nelspruit is seeking a detail-oriented Customer Support Analyst to monitor customer interactions, analyze support data and identify trends. You will translate data insights into actionable strategies to benefit customers and support operations.

The role emphasizes data-driven improvements, collaboration with cross-functional teams, and maintaining knowledge resources to enhance the customer experience.