Senior Customer Support Analyst (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

About the Role

Our client is looking for a highly analytical and experienced Senior Customer Support Analyst to join their sophisticated operations in Sandton, Gauteng. This role is essential for driving improvements in customer service processes, identifying trends, and providing data-driven insights to enhance customer satisfaction and operational efficiency. The ideal candidate will possess a strong analytical background, excellent problem-solving skills, and a deep understanding of customer support metrics and technologies. This position is Hybrid, combining the necessity of in-office collaboration with the flexibility of remote work, based in the heart of Sandton. You will play a key role in analyzing support tickets, customer feedback, and performance data to recommend and implement strategic improvements. We seek an individual who can lead by example, mentor junior analysts, and contribute significantly to the company's commitment to superior customer service. This is an exciting opportunity for career advancement in a thriving business environment.

Key Responsibilities

• Analyze customer support data, including ticket volumes, resolution times, and customer satisfaction scores.
• Identify trends, patterns, and root causes of customer issues and provide actionable insights.
• Develop and maintain reports and dashboards to track key performance indicators (KPIs).
• Recommend and implement process improvements to enhance customer service efficiency and effectiveness.
• Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to address systemic issues.
• Assist in the training and development of junior support staff.
• Conduct quality assurance checks on support interactions.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Stay current with customer support best practices and emerging technologies.

Requirements

• Proven experience as a Customer Support Analyst or in a similar analytical role.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Proficiency in data analysis tools (e.g., Excel, SQL, BI tools) and CRM/helpdesk platforms.
• Excellent written and verbal communication skills, with the ability to present findings clearly.
• Experience in creating reports and performance dashboards.
• Ability to work independently and manage multiple priorities in a hybrid work environment.
• A proactive and results-oriented mindset.
• Bachelor's degree in Business, Statistics, Computer Science, or a related field is preferred.
• Experience in mentoring or leading junior team members is a plus.
• Must be able to work from the Sandton office as required for hybrid work.

Benefits

• Highly competitive salary and performance-based bonuses.
• Comprehensive health, dental, and retirement benefits package.
• Opportunities for continuous professional development and advanced training.
• Hybrid work arrangement offering excellent work-life balance.
• Generous paid time off and company holidays.
• Access to cutting-edge analytical tools and technologies.
• Prime office location in Sandton with excellent amenities.
• Career progression opportunities within a growing organization.