Description:
Dis-Chem Pharmacies in Midrand has an opportunity available for a Customer Care Reporting Officer to join their team. Main purpose is to provide customer & loyalty reports and analytical solutions that supports operational and performance improvements for the business. Analyse customer reports to identify trends , anomalies, and opportunities for growth, improvement and marketing.Minimum Requirements…
Essential:
- Grade 12 / Matric
- Commerce - Marketing, BA, Analytics
- Diploma/Degree in Computer Science/Economics/Mathematics Analytics
Advantage:
- 1 – 2 years customer service insights or analytics role
- SAP Retail
Job Specification...
Customer Service Analytics:
- Analyse customer & loyalty data and reports to identify trends, provide findings and recommendations.
- Collate and analyse data from existing reports and request additional reports from SAP CRM and Social Media listening/Engagement service provider to provide insights.
- Interprets data rationally by quantifying issues and putting forward solutions to drive customer centricity.
- Collect and analyze data for various disciplines from all channels including phones, social media, Cloud 4 Customer (C4C) system, both internal and external analytics and industry comparisons.
- Compile reports and monitor data to identify changes in operational trends pertaining to Careline, Customers, the Benefit Programme, and affiliated Benefit Partners.
- Prepare and submit reports and results to various stakeholders and avail on shared drives eg, store audits, marketing reports, Careline analytics, social media analytics or C4C analytics.
- Align with loyalty stakeholders to identify parameters for reports and analytics opportunities and implement initiatives to improve.
- Reporting on all relevant information (eg, trends/ analysis) pertaining to Social Media Community Management using social media analysis tools.
- Monitor customer journeys to innovate and provide insight that produces data and findings.
- Identify reporting and analytical opportunities that lead to achieving operational objectives.
- Prepare recommendations and findings from related reports and share them with stakeholders for review and discussion.
- Determine new reports needed, amendments, or changes to existing reports.
- Ensure effective internal communication within Customer Care and Benefits department.
- Respond to written or email inquiries as per the agreed Service Level Agreement.
- Make use of available information to identify gaps, challengers or misalignments and suggest preventative measures to stakeholders to improve customer experience.
- Ensure that the information provided for reporting is accurate and integrity in the data.
- Regularly recommend updates and changes as necessary to ensure the accuracy of data.
- Support the Benefit and Customer Care teams in reaching their goals through analysis.
- Adhere to Dis-Chem Policies and Standard Operating Procedures.
Essential:
- Customer service practices and analytical skills. SQL, MS Office, and Tableau (BI)
- Ensure that reports that are analysed and shared are of good quality and accurately
presented
- Is articulate in giving presentations; is eloquent and explains things well; projects social
confidence when articulating information
- Cognitive Skills
- Business Acumen
- Communication Skills
- Interpersonal Skills
- Self-Management Skills
- Technical skills
Special conditions of employment:
- Traveling to meetings and training
- South African citizen
- MIE, clear criminal and credit
- Driver’s license and/or own reliable transport
Remuneration and benefits:
- Market related salary
- Provident fund
- Medical aid
- Staff account
ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE, PLEASE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.
Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process aligned to Dis-Chem’s Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.
Requirements:
- Grade 12 / Matric
- Commerce - Marketing, BA, Analytics
- Diploma/Degree in Computer Science/Economics/Mathematics Analytics
- 1 – 2 years customer service insights or analytics role
- SAP Retail
- Analyse customer & loyalty data and reports to identify trends, provide findings and recommendations.
- Collate and analyse data from existing reports and request additional reports from SAP CRM and Social Media listening/Engagement service provider to provide insights.
- Interprets data rationally by quantifying issues and putting forward solutions to drive customer centricity.
- Collect and analyze data for various disciplines from all channels including phones, social media, Cloud 4 Customer (C4C) system, both internal and external analytics and industry comparisons.
- Compile reports and monitor data to identify changes in operational trends pertaining to Careline, Customers, the Benefit Programme, and affiliated Benefit Partners.
- Prepare and submit reports and results to various stakeholders and avail on shared drives eg, store audits, marketing reports, Careline analytics, social media analytics or C4C analytics.
- Align with loyalty stakeholders to identify parameters for reports and analytics opportunities and implement initiatives to improve.
- Reporting on all relevant information (eg, trends/ analysis) pertaining to Social Media Community Management using social media analysis tools.
- Monitor customer journeys to innovate and provide insight that produces data and findings.
- Identify reporting and analytical opportunities that lead to achieving operational objectives.
- Prepare recommendations and findings from related reports and share them with stakeholders for review and discussion.
- Determine new reports needed, amendments, or changes to existing reports.
- Ensure effective internal communication within Customer Care and Benefits department.
- Respond to written or email inquiries as per the agreed Service Level Agreement.
- Make use of available information to identify gaps, challengers or misalignments and suggest preventative measures to stakeholders to improve customer experience.
- Ensure that the information provided for reporting is accurate and integrity in the data.
- Regularly recommend updates and changes as necessary to ensure the accuracy of data.
- Support the Benefit and Customer Care teams in reaching their goals through analysis.
- Adhere to Dis-Chem Policies and Standard Operating Procedures.
- Customer service practices and analytical skills. SQL, MS Office, and Tableau (BI)
- Ensure that reports that are analysed and shared are of good quality and accurately
presented
- Is articulate in giving presentations; is eloquent and explains things well; projects social
confidence when articulating information
- Cognitive Skills
- Business Acumen
- Communication Skills
- Interpersonal Skills
- Self-Management Skills
- Technical skills
- Traveling to meetings and training
- South African citizen
- MIE, clear criminal and credit
- Driver’s license and/or own reliable transport
- Market related salary
- Provident fund
- Medical aid
- Staff account
16 Apr 2025;
from:
careers24.com