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Customer Care Analyst

About the role

The primary role of Customer Care Analyst is an internally and externally facing role requiring communication with manufacturing sites, dispatch sites, finance and customers. It will focus on the managing of customer feedbacks with the aim to ensure all feedbacks are acknowledged and resolved in a timely manner and that customers are kept informed throughout the feedback process

This role will include analyzing feedback trends, communicating these trends to senior leaders within the business and identifying process improvements to increase service levels. As we embark on a transformation across customer care this role will be key to meeting our targets of improved customer service and customer intimacy.

Key responsibilities
  • To be responsible for reporting and system entry of all customer feedbacks
  • Act as the customer contact for feedbacks related issues and follow up with excellence customer service skills
  • Monitor unresolved feedbacks and ensure resolution of customer feedbacks within the agreed timeframe
  • Carry out weekly reporting to senior leaders within the business providing updates of open and resolved customer feedbacks
  • To provide trends and work with management to identify process improvements
  • Any other ad-hoc as per assigned
Qualifications and skills
  • Minimum advanced diploma or bachelor’s degree in related discipline
  • Minimum of 1-3 years’ experience in a supply chain/ customer service/ logistic role
  • Good command in English is essential with an understanding of Malay and/ or Mandarin an added advantage due to customers’ profile
  • Strong organizational and time management skills
  • Ability to work independently and amongst a team with minimal supervision
  • High attention to detail and ability to communicate issues
  • Working knowledge of SAP is essential
  • Strong experience in managing customer service, complaints or working with quality relevance department will be an added advantage.
  • Good communication skills in both written and verbal
  • Demonstrate initiative and strategic thinking
  • Ability to review, analyse, summarize, and interpret data. Draw conclusions and make appropriate recommendations and decisions
  • Highly motivated and energising individual
  • Reliable and efficient with a good sense of urgency

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