MISSION :
We are seeking an initiative-taking and analytical Customer Support analyst to enhance customer
experience and operational efficiency across customer support function. This role supports
Account Managers and clients by resolving issues, identifying portfolios, and driving continuous
improvement. You will collaborate closely with the Shared Service Centre (SSC), Product, Data,
and Delivery teams.
Note: Please apply only if you have prior experience working in the Business Information industry (mandatory)
MAIN RESPONSIBILITIES:
Customer Engagement & Issue Resolution
- Serve as a key escalation point for complex customer issues and ensure timely resolution.
- Perform troubleshooting using data and system logs to identify issues and coordinate with
- SSC to raise Cofitil ticket to get resolution from headquarter.
- Ensure clear, empathetic communication throughout the resolution process
Portfolio Identification & Analysis
- Perform portfolio identification using in-house tools and translate client needs into actionable insights.
Cross-Functional Collaboration
- Liaise with Product, Data, Delivery, and SSC teams to align on customer needs and service
- improvements.
- Process ability to understand and articulate customer feedback into clear requirements for
- internal teams.
- Participate in cross-functional meetings to represent the voice of the customers
Operational Excellence & SLA Management
- Monitor ticketing tools, escalate issues, and ensure SLA adherence across support channels.
- Drive process improvements and contribute to service audits and quality checks
Data Analysis & Troubleshooting
- Analyze support data to identify trends, gaps, and improvement opportunities.
- Use structured problem-solving techniques to resolve technical and operational issues.
- Maintain documentation of known issues, resolutions, and troubleshooting guides.
- Monitora performance and progress of ticketing tool and escalate items for fast closure.
Process & Performance Management
- Develop and implement process improvements to enhance customer satisfaction and
- operational efficiency.
- Monitor and report on KPIs, SLAs, and customer satisfaction metrics.
- Drive continuous improvement initiatives based on data insights and customer feedback.
- SLA Management
- Ensure adherence to defined SLAs across all customer support channels.
- Track and report SLA performance regularly, identifying areas of risk or delay.
- Collaborate with internal teams to address SLA breaches and implement corrective actions.
- Proactively manage workload and resource allocation to meet SLA targets consistently.
- Foster a culture of ownership, accountability, and customer-first thinking.
Operational Excellence
- Ensure compliance with internal policies and external regulations related to customer
- support
- Collaborate with SSC team to streamline backend support and reduce resolution time.
- Support audits and quality checks related to customer service operations
Documentation & Reporting
- Prepare regular reports on support performance, issue trends, SLA adherence, and resolution
- effectiveness.
- Maintain an up-to-date FAQ to ensure consistent market communication.
- Contribute to post-incident reviews and service improvement plans