Customer Interaction & Support

Serve as the initial point of contact for retail consumers regarding site experience concerns.
Provide exceptional customer service to both external customers and internal team members.
Handle verbal and written enquiries in a professional, friendly, and timely manner.
Communicate retail marketing program information, fuel quality claims, policy details, and product fulfilment.
Provide assistance with site locator, fuel issues, and general complaints.

Issue Resolution & Escalation

Manage complaint resolution, including identifying root causes and implementing corrective actions.
Ensure accurate ticket creation and collect essential information for resolution teams.
Transfer knowledge during shift changes for continuity in critical incidents and ensure smooth handovers.

System Usage & Documentation

Maintain a high level of proficiency with communication and data systems, including telephone systems, electronic ticketing tools, notification systems, Microsoft Office, and Windows.
Keep knowledge documents up to date, including call contact lists, escalation paths, and business notification requirements.
Complete special assignments such as supporting data systems, updating documentation, and contributing to knowledge base activities.

Continuous Improvement & Collaboration

Actively participate in continuous learning to deepen understanding of business operations and emergency response systems.
Identify process inefficiencies and recommend improvements.
Collaborate across teams to perform user acceptance testing (UAT) and assist with system and process enhancements.
Build and maintain strong working relationships with customers and internal business stakeholders.

Required Skills & Experience

Bachelor's degree in Economics, Business, Finance, Accounting, or a related field.
Minimum 5–7 years of experience in customer service roles within established organizations.
Superior communication skills, both verbal and written.
Proven ability to work effectively in teams and with cross-functional partners.
Strong problem-solving and organizational skills.
Experience in maintaining and enhancing knowledge bases.
Ability to analyze and escalate unique incidents beyond scripted guidelines.

Desirable Criteria

Retail experience, preferably in a convenience store or fuel retail environment.
Familiarity with food service or facility equipment in retail settings.
Understanding of customer behavior and retail operations.
Strong time management, self-motivation, and ability to manage multiple tasks.

Customer Experience Senior Data Analyst