Customer Insight Officer at Tincan Island Container Terminal

Job Overview

• Managing data, recognizing patterns, and identifying relationships to develop a customer-centric communication strategy for better Customer Experience and continuous improvement process
• The job holder will monitor customer satisfaction levels and identify areas for improvement.
• Collaborate with cross-functional teams – IT, Sales and Marketing, Customer service, documentation, etc to address customer inquiries, resolve issues and proact.
• Analyze customer feedback and data to identify trends and make recommendations for service improvements.

Responsibilities

• Prepare and submit regular reports that summarize findings in a concise, graphical, and actionable manner.
• Interpret data, analyze results using statistical techniques, and provide ongoing reports.
• Recommend actionable insights based on data analyzed to improve Customer Experience and expand service portfolio.
• Translate business objectives into research steps.
• Consistently exercise independent judgment and discretion in research matters.
• Develop and implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
• Acquire data from primary or secondary data sources and maintain databases/data systems.
• Identify and implement customer satisfaction process improvement initiatives towards improving product delivery, service TAT, and driving customer loyalty through improved NPS
• Identify opportunities to leverage data analytics, automation, and AI for personalizing customer interactions and improving service quality.

Requirements

• Bachelor’s Degree in Mathematics, Statistics, Accounting, or a related field.
• Minimum of 3 years of professional work experience, out of which 2 years must have been spent in a similar role.
• Innovative mindset with a passion for delivering exceptional customer service.
• Proven ability to work independently and manage multiple priorities.
• Experience working in a fast-paced corporate environment is a plus.
• Cand do attitude and ability to think outside of the box

Must-Have Skills:

• Analytical skills - impressive understanding of Analytics and MS Excel, and has an understanding of the use of some Business Intelligence and Dashboard tools like Power BI, Tableau, and SQL.
• A team player, highly inquisitive, and analytical.
• Excellent communication skills
• Interpersonal Skills.
• Teamwork.
• Organizational and planning skills.

Nice to Have Skills:

• Time management.
• Maintaining quality standards.
• Innovative.
• People management.

Behavioral Attributes:

• Good relational skills.
• Ability to multitask.
• Detail oriented.
• Good judgment and decision skills.
• Ability to perform under pressure.

Compensation
Attractive