Senior Customer Support Analyst

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Career development

Job summary

WhatJobs Direct in Nelspruit, Mpumalanga seeks a highly analytical Senior Customer Support Analyst to join our team. You will analyze customer interaction data, identify trends, and drive process improvements while handling escalations and mentoring junior staff.

You will collaborate with Product and Operations to resolve systemic issues, optimize workflows, and report insights to management. A hybrid work arrangement and a focus on data-driven decision making are offered in this challenging,

Qualifications

• Minimum of 4 years of experience in customer support with a focus on data analysis and process improvement.
• Proven experience handling complex customer escalations and problem-solving.
• Strong analytical skills to interpret data and generate actionable insights.
• Excellent written and verbal communication skills.
• Proficiency in CRM systems, helpdesk software, and data analysis tools (e.g., Excel, SQL, Tableau).
• Ability to work effectively in a Hybrid environment.

Responsibilities

• Analyze customer service data, including call logs and ticket data, to identify trends and areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle complex inquiries and escalations with advanced troubleshooting.
• Collaborate with cross-functional teams to address systemic issues and improve customer experience.
• Create reports and presentations on performance and recommendations for management.
• Mentor and train junior support staff on best practices and analytics techniques.
• Monitor KPIs and ensure SLAs are met.
• Identify opportunities for automation and efficiency improvements within the support function.

Skills

Analytical thinking

Data interpretation

Communication

Problem solving

Team collaboration

Hybrid work adaptability

Education

Bachelor's degree in Business/Analytics or related field

Tools

CRM systems

Helpdesk software

Excel

SQL

Tableau

Job description

About the Role

WhatJobs Direct is seeking a highly analytical and customer-focused Senior Customer Support Analyst to join our team in Nelspruit, Mpumalanga. This role is perfect for an experienced professional who excels at identifying trends, driving process improvements, and providing escalated support. The position offers a Hybrid work arrangement, blending the advantages of in-office collaboration with the flexibility of remote work, allowing for an optimal work-life balance. You will be instrumental in analyzing customer interaction data, identifying root causes of issues, and implementing solutions to enhance customer satisfaction and operational efficiency. Join our team in Nelspruit, Mpumalanga, and play a key role in shaping our client's customer service strategy.

Key Responsibilities

• Analyze customer service data, including call logs, ticket data, and customer feedback, to identify trends and areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle complex customer inquiries and escalations, providing advanced troubleshooting and resolution.
• Collaborate with cross-functional teams (e.g., Product, Operations) to address systemic issues and improve customer experience.
• Create reports and presentations on customer service performance, insights, and recommendations for management.
• Mentor and train junior support staff on best practices and analytical techniques.
• Contribute to the development and optimization of customer service processes and workflows.
• Monitor key performance indicators (KPIs) and ensure service level agreements (SLAs) are met.
• Identify opportunities for automation and efficiency improvements within the support function.
• Maintain a deep understanding of our client's products and services to effectively support customers in Nelspruit, Mpumalanga.

Requirements

• Minimum of 4 years of experience in customer support, with a focus on data analysis and process improvement.
• Proven experience in handling complex customer escalations and problem-solving.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent written and verbal communication skills.
• Proficiency in CRM systems, helpdesk software, and data analysis tools (e.g., Excel, SQL, Tableau).
• Ability to work effectively in a Hybrid environment, balancing remote and in-office responsibilities.
• Strong understanding of customer service principles and best practices.
• Detail-oriented with strong organizational skills.
• Must be able to commute to the Nelspruit, Mpumalanga office as required by the hybrid schedule.
• Bachelor's degree in Business, Analytics, or a related field is preferred.

Benefits

Our client offers a competitive salary, comprehensive health benefits, and paid time off. The Hybrid work model provides a flexible approach to work-life balance. Opportunities for professional development and career growth are readily available. Join a dynamic team in Nelspruit, Mpumalanga, and contribute to a company that values data-driven decision-making and exceptional customer service.