Hasnain Tanweer Associates Logo

Sr Analyst – Customer Support Operations

Industry: FMCG

Sector: business intelligence

Location: ,

Qualification: Bachelors in CS, Software Engineering, or Data Sciences

Experience: 2 to 4 years

Sr Analyst – Customer Support Operations Job is available in Karachi for one of a leading MNC. If you have a bachelor’s degree in CS, Software Engineering, or Data Sciences and having strong knowledge of SQL with 2 to 4 years of relevant experience in FMCG/Telecom/Pharma/etc. then apply.

Sr Analyst – Customer Support Operations Job role to design analytical models, study data patterns and conduct trend analysis to utilize a mix of contemporary and traditional data science methods to apply on both structured and unstructured data sets.

 

Job Responsibilities:

  • Partner with Commercial, Vendor Operations, Home Chefs, Logistics and vendor teams on-site customer support strategy and execution
  • Extract, collate and analyze data from our GCP-based BigQuery or other sources within the organization to identify/detect incoming customer queries, feedback and contact reasons
  • Build, update, codify, and communicate internal processes, policies and rules of engagement to ensure effective escalation, tracking and resolution of issues and post delivery claims by our customers
  • Implement, change, or develop new processes as necessary to provide the ability to better direct multiple queues
  • Continually measure and evaluate all work processes.
  • Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures.
  • Develop and achieve performance goals and objectives in order to achieve customer promise expectations.
  • Design analytical models, study data patterns and conduct trend analysis to utilize a mix of contemporary and traditional data science methods to apply on both structured and unstructured data sets
  • Take all measures necessary to safeguard revenue while minimizing operational losses
  • Deep involvement with our Shared Service Centre in Malaysia to collaborate and build processes to improve proactive and reactive issued vouchers’ share and usage, tactical pricing, data science and digital insights, digital analytics and AI/ML solutions
  • Develop reports, dashboards and views for higher management for all those KPIs that form a quintessential part of customer support operations including investigation, weekly updates and monthly submissions.

 

Skills:

  • Knowledge of SQL is a must. R & Python skills
  • Comfortable using business intelligence tools (e.g. Tableau) and data frameworks (e.g. Hadoop)
  • Ability to work well under pressure
  • Problem-solving
  • Team player

 

Apply at fahad@hasnain.biz

Kindly mention the job title Sr Analyst – Customer Support Operations in the email

Last date to apply for the job is 17th June, 2021

To apply Online Fill-in the form below and submit Fields marked with asterisk(*) are mandatory.