Customer Service Analyst

• Initial point of contact for all retail consumers regarding site experience concerns
• Provide exceptional customer service to our customers and team members.
• Leverage deep understanding of specific key account customers, processes / systems
• Act as a customer concern point for any verbal or written form of enquiries from external/internal customers
• Interact in a professional, , and efficient manner and call out relevant concerns
• Retail marketing program information, policy and product fulfilment.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification, and management of complaint root causes.
• Representatives are responsible for accurately creating tickets, promptly and efficiently obtaining critical information, and passing that information to the appropriate personnel.
• Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
• Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths.
• Must have the ability to figure out appropriate actions for new or unique incidents without scripted guidance.
• Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly.
• Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
• Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities.
• Representatives must actively engage in continuous improvement in all activities

Education:

• Graduate degree or equivalent experience
• High-level computer knowledge in both hardware and software
• Networking and general application support

Job Requirements

• Superior customer service skills.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Demonstrated ability in established customer service organizations
• Team-oriented approach.
• Strong problem-solving skill
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high-quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Perform user acceptance testing in technology and systems to help ensure effective enhancement execution.