Customer Service Process Analyst at Virgin Pure – United Kingdom

Job Description

Description

At Virgin Pure, we’re on a mission to change how people drink water at home. Our subscription service is helping thousands of people every day live healthier lives by drinking more water. The cutting-edge technology in our Water Systems is changing the game, providing customers with unlimited, great-tasting, pure water at the touch of a button.

As a Customer Service Analyst, you will play a crucial role in ensuring that customer service operations are efficient, effective, and aligned with business goals. This position is essential for ensuring all Business Processes are documented and where appropriate are configured correctly into Salesforce CRM for efficient handling and processing.  Additionally, the role will be responsible for ongoing process improvement initiatives through identifying initiatives from the ongoing reviews to continually improve the processes to ultimately enhance the Customer Experience.

What this role involves:

• Taking Customer Experience agreed initiatives and mapping into documented operational processes including working with IT to ensure technology is configured correctly
• Analyzing appropriate data, monitor key critical business processes and recommend business and operational process improvements.

What we’re looking for:

• Proficiency in statistical analysis and familiarity with tools like Excel, SQL, and data visualization software such as Tableau or Power BI.
• Knowledge of process mapping tools such as Lucidchart to document customer/business/operational flows.
• Knowledge of CRM systems such as Salesforce, to manage and analyse customer interactions.
• Comfort with various software and technology platforms used in customer service operations.
• Strong analytical and critical thinking skills to dissect data and draw meaningful conclusions.
• Excellent written and verbal communication skills to present findings and recommendations effectively to different stakeholders.
• Creative problem-solving abilities to develop innovative solutions to customer service challenges.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong interpersonal skills to collaborate with team members and other departments.
• 5 Years experience working in a Customer Service Environment