Key Accountabilities

• Customer Data Analysis & Reporting: Conduct analysis on customer data and determine business implication, identify improvement opportunities and potential resolution, as well as develop action plan and drive for execution.
• Customer Feedback System Support & Maintenance: Support the customer feedback (IT) system development / roll-out / enhancement, including business process design and documentation, testing and implementation.
• Customer Service Assurance Operation: Review quality of customer issue handling, and drive actions for improvements.
• Internal Communication: Prepare internal communication of results of customer advocacy program to different parties including frontline staff and business owners.

Job Requirements

• Bachelor Degree required; minimum 5 years of working experience; experienced candidates will be considered for the position of Senior Customer Experience Analyst;
• Experience in business data and process analysis, knowledge on system implementation in service industry, telecom, banking & financial and consulting industries preferred;
• Experience in managing multiple tasks and coordination with key stakeholders at different levels in the company;
• Logical, strong and structured analytical skills to grasp big picture to the required details;
• Strong team player with independent-thinking; flexible and adaptable to handle different business scenarios;
• Effective communication in written & verbal English & Chinese;
• Computer proficiency, in MS PowerPoint, Word, Excel. Knowledge on Chinese Character input, Access, visio & thinkcell would be an advantage.
• Fresh graduates will also be considered