Senior Customer Insights Analyst – Hybrid (Sandton)

Placements24; Sandton; Hybrid; ZAR 520,000 - 860,000; Full time

Benefits offered by this job

Health insurance

Dental benefits

Retirement benefits

Hybrid work arrangement

Career progression

Job summary

Placements24 in Sandton, Gauteng, is seeking a Senior Customer Support Analyst to advance our customer service analytics. The role blends in-office collaboration in Sandton with remote work flexibility, in a hybrid setup.

The ideal candidate has strong data analysis skills, experience with Excel/SQL/BI tools and CRM platforms, and a proven ability to translate data into actionable improvements for customer satisfaction and operational efficiency.

Qualifications

• Bachelor's degree in Business, Statistics, CS, or related field.
• Experience in analytical roles focusing on customer support metrics.
• Skilled in creating reports and dashboards.

Responsibilities

• Analyze support data and KPIs to identify trends and insights.
• Develop reports and dashboards to track KPIs.
• Recommend process improvements to boost efficiency.
• Collaborate with Product, Engineering, Sales to address issues.
• Mentor junior analysts and conduct QA on support interactions.
• Maintain knowledge base and support documentation.
• Stay updated on best practices and new technologies.

Skills

Analytical thinking

Problem-solving

Communication skills

Reports and dashboards

Independent work

Education

Bachelor's degree in Business/Statistics/CS or related field

Tools

Excel

SQL

BI tools

CRM systems

Helpdesk software

Job description

Placements24 in Sandton, Gauteng, is seeking a Senior Customer Support Analyst to advance our customer service analytics. The role blends in-office collaboration in Sandton with remote work flexibility, in a hybrid setup.

The ideal candidate has strong data analysis skills, experience with Excel/SQL/BI tools and CRM platforms, and a proven ability to translate data into actionable improvements for customer satisfaction and operational efficiency.