Customer Service Analyst at Flour Mills of Nigeria Plc

Location: Apapa, Lagos

The Purpose

• We are looking for a Customer Service Analyst that will support the customer service operation function to collect and analyze customer data and implement initiatives and strategies to improve customer service.
• To succeed in this role, you must be able to handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

The Job

• Track & analyze key metrics- OTIF, Customer complaints, Customer satisfaction index, adherence to schedule, whilst identifying trends in issues and concerns, closing all gaps with recommendations in place.
• Ensure regular feedback of each week’s numbers to HCOF through data collection, analysis, and performance reports periodically as required.
• Develop & implement customer satisfaction surveys for continuous customer service improvement and other process initiatives.
• Design a comprehensive reporting system within the unit which manages information effectively through dashboards, such that the team can have access to key data in order to successfully manage operations.
• Ensure all performance-related issues against customer services objectives are promptly reviewed by Management for insights and resolutions.
• Develop feedback in form of presentations and flow chart updates which analyze customer service activities and achievements for reference and training purposes.

Qualifications

• A Degree in Accounting, Finance, Business Marketing, or any other related course from a reputable university. 

Experience:

• 3 years Customer Service Analyst, Business Analyst, Sales Analyst, or similar role in FMCG.

The Person Must:

• Be a good team player.
• Have excellent communication, interpersonal & reporting skills.
• Be Computer literate.
• Strong analytical and critical thinking.