The Company: Our client Samsung Electronics is a well-known and highly respected brand within the electronics industry.
This position will sit within the Customer Experince Team based at the Sydney Olympic Park Office and requires an individual to work 4 days in the office and 1 day WFH.
The primary function of this role is to work closely with Contact Centre departments as well as various internal departments such as Technical Support, Training, and Network Providers to identify trends, patterns, and opportunities for improvement.
This position requires strong analytical skills, curiosity, attention to detail, and exceptional communication abilities.
Duties and Responsibilities: Contact Centre forecasting for multiple lines of business both voice and online interactions Analyze customer service data from various sources, including qualitative and quantitative datasets Regular reporting of contact centre performance such as average handle times, service level and answer ratio as well as key performance measurements Work with internal and external stakeholders to uncover insights that help drive improvements within customer experience Work with Team Leaders to assess insights, and advise on the coordination of plans to close and/or preempt gaps in the customer experience Conduct root cause analysis to identify underlying issues affecting customer satisfaction levels as well as identifying areas of potential performance improvement Perform ad-hoc analyses and reporting as requested by senior management.
Develop and maintain effective business relationships with all internal and external stakeholders (including those cross-divisional) Effectively manage your time and schedule work weeks in advance using the provided project management tools Reconcilation and processing monthly invoicing Assisting Contact Centre and internal team with genesys softphone in setup/troubleshooting.
Contact Centre operations support function About YOU: Tertiary education in mathematics, statistics, or computer science highly desirable Minimum of 2 years' experience in data analysis, preferably in a customer service/contact centre environment.
Advanced proficiency in Excel, PowerPoint, and other Microsoft Office applications.
Ability to handle large volumes of data with high accuracy and attention to detail.
Experience in a contact centre environment, specifically forecasting and operations support highly desirable Experience with reconciling invoices Knowledge of customer service principles and best practices.
Excellent verbal and written communication skills.
Ability to work independently and manage multiple priorities simultaneously.
What's in it for you?
Generous discount on company products Access to discounts and special promotions with retail partners Access to wellbeing platform Heavily discounted gym membership Onsite Parking If this role sounds of interest, please click the "Apply Now" button.
We look forward to seeing your application!
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, Infront Sports and Frog Recruitment are your award-winning recruitment group and HR solutions provider.
We are the 2024 Outstanding Large Agency, 2024 Excellence in Candidate Care and 2023 Excellence in Client Service RCSA Award winners.
We mitigate our carbon emissions by measuring them and planting the equivalent in trees.
At people2people, Edge Recruitment, Infront Sports and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss.
In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.