Customer Service Analyst, Ireland, Dublin - Head Hunt International

Reference No.	HT 161473?
Last Updated	19th Jul 12?
Location	Ireland, Dublin?
Job Type	Permanent
Qualifications Required	Third Level Qualification in Business Administration, Electronics, Engineering, or Telecommunications.
Skills Required	Customer service analyst

Our client a multinational ISP require a customer service analyst

Principal Responsibilities:

Service Management
To support existing customers, primarily through remote engagement, ensuring that the optimum level of service is maintained.
To seek new business opportunities for the business through direct contact within our growing customer base, identifying and developing revenue generation initiatives.
To support corporate events and new customer acquisition activities including bid management support.
To deliver and support customer account and service reviews:
these will primarily be telephone based but with occasional face to face meetings may be required.
To be proactive as regards problem resolution, customer loyalty, credit control
and SLA commitments.
Audit customer SLA's to assess business risk with regards to retention and service quality.
To work with other departments and, where required, lead virtual teams initiating programmes
that improve both customer satisfaction and productivity
Provide customer updates on various events and activities ongoing through customer touch engagement programs.
To support customer touch survey programs including periodic and event based review.
Support production of ‘Service Based’ marketing collateral.
Maintain accurate customer records at all times.
Where required deliver customer tours at selected Business facilities.

Event Management
Ownership of Customer issues during and post events to include – escalation on rolling customer list. SLA communication, periodic event updates, post event reporting and credit management.
Create and support customer specific Continuous Service Improvement plans incorporating any post event requirements and delivering on Customer Service commitments.
To actively support company policy and best practice in the area of confidentiality and security,
with particular emphasis on the protection of sensitive customer information.

Complaint Management
To work with all departments to manage any complaints received by the Business from acknowledgement, through to resolution with the customer ensuring that
corrective & preventative actions are taken to minimise the reoccurrence of similar complaints.
Responsible for the adherence to specific time frames for the completion of complaint investigations

Revenue Protection
To seek new business opportunities for the Business through direct contact with the customer, identify and develop revenue generation initiatives.
Rigorously identify revenue retention initiatives and guard the revenue stream through close alignment with customer needs.

Experience

Third level qualification in Business Administration, Electronics, Engineering or Telecommunications. Experience in Telecommunications business.
3-7 years performing customer service / network or operations management / Sales function within telecommunications, technical services industry.
High level understanding of telecommunication principles.
Experience of working at senior levels with customers and suppliers.
Application of business processes and understanding of performance management.
Ability to drive successful people change and to galvanise around common goals
Some experience of successfully managing individuals from diverse teams across an organisation
Track record of delivering excellent customer service
Good knowledge of IT systems and applications.
Business background to enable understanding of customer priorities.
Strong service, people and project management skills are essential.
Ability to adapt to changes within working environment to facilitate best possible
customer experience.

Skills

Communication / Negotiation
Excellent communication and presentation skills with the ability to manage senior level relationships effectively and credibly
Strong customer friendly communication skills – verbal and written
Strong negotiation skills
Organisational
Excellent organisational ability specifically with regards to developing procedures
and working practices
Proven experience in managing complex projects or processes with larger focus on IT,
operations and customer care issues
Ability to initiate pro-active actions and make consultative decisions to address business and/or organisational issues.

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Source: http://www.headhunt.ie/customer_service_analyst_ireland_dublin-5364_job.htm

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