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Customer Support Analyst
Il y a 2 mois
Customer Support Analyst
Role Overview
We are seeking a dedicated and proactive Customer Support Analyst to enhance our Customer Support division. Reporting to the Customer Support Team Leader, you will contribute significantly to the development and execution of standards and processes aimed at improving customer engagement across various regions.
Your Key Responsibilities:
- Assessing and executing new procedures prior to their implementation across the broader team.
- Managing real-time workloads across multiple customer support regions.
- Gathering data and generating reports concerning customer feedback and inquiries.
- Fostering a culture of continuous improvement and integrating LEAN methodologies within the department.
- Compiling monthly performance reports for the designated customer support teams.
- Collaborating with essential stakeholders on customer-centric initiatives.
- Creating knowledge-based documents, including summaries and responses to common inquiries.
- Contributing to the budget planning for the Customer Support division.
- Addressing complex and escalated customer inquiries through various communication channels.
- Formulating recommendations and presenting them to the Head of Customer Services in alignment with the overall Customer Engagement Strategy.
- Assisting the broader team during peak periods.
- Carrying out other related tasks as assigned.
What We Expect From You:
- Exceptional verbal and written communication abilities.
- In-depth knowledge of communication via social media platforms.
- Strong organizational skills with meticulous attention to detail.
- Proficiency in Microsoft Office Suite and related software.
- Preferred experience with SAP systems.
- Preferred familiarity with CRM tools such as Salesforce.
- Preferred understanding of power tools.
Education and Experience:
- Minimum of 3 years in Customer Support roles.
- Prior experience with LEAN and continuous improvement methodologies.
We are committed to nurturing our employees to achieve their full potential, offering a variety of personal and professional development opportunities throughout the year.
Benefits:
- 25 Days Annual Leave plus Bank Holidays.
- A day off for your birthday.
- Complimentary breakfast in the office.
- Westfield Health Benefit Cash Plan.
- Company Profit Share scheme.
- Life Assurance coverage.
- Support for nursery expenses.
- Employee discounts on products.
- Company Leave Benefit for essential time off.
- Focus on charitable initiatives.
- Opportunities for international exposure.
About Us
We are at an exciting juncture, experiencing growth in our sales of power tools across diverse markets. Operating as a multi-million-pound enterprise in over 27 countries, with a strong presence in the UK, US, France, Poland, and China, we are dedicated to enhancing our reputation as a leading brand in the power tools sector. Our Head Office in Sheffield serves as the core of our global operations, supporting our ambitious growth since 1992. With a unique patented product and strategic plans for continued expansion, we are looking for innovative and driven individuals to help elevate Evolution Power Tools to new heights.
Discover more about us on our website.
