Senior Support Analyst—Data-Driven Escalations (Hybrid)

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

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,