Customer Service Analyst at Flour Mills of Nigeria Plc

PURPOSE

Support the Customer service operation to collect and analyze customer data, track operational KPIs to improve productivity, and service delivery to customers, and provide executive reporting for insights & resolutions.

THE JOB

• Track and analyze key metrics – OTIF, Customer complaints, Customer satisfaction index, adherence to ETA scheduling, etc
• Collect data, analyze, consolidate, and generate weekly performance reports (month, quarter, year trends) and roll up each week’s numbers to HCOF.
• Make recommendations and identify trends in issues and concerns. Work to correct immediate issues and perform root cause analysis to ensure underlying problems are identified, documented, and corrected.
• Contributes to continuous process improvement initiatives.
• Develop and implement Customer satisfaction surveys every quarter for continuous customer service improvement.
• Recommend revisions to existing reports, and/or assist in the development of new reporting tools as needed.

THE PERSON MUST  

• Have strong communication and interpersonal skills.
• Possess the strong capacity to handle stress problem problem-solving abilities and decision-making prowess.
• Have the ability to analyze huge volumes of data.
• Ability to work independently and within a team
• Be familiar with CRM systems and packages.

QUALIFICATION

• BSc in any related field.

EXPERIENCE

• 3 years in a customer/business/sales analyst or similar role in FMCG or Telecom.