Remote Customer Support Analytics Specialist

Placements24

Soweto

Hybrid

ZAR 300,000 - 540,000

Full time

2 days ago

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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.