Customer Experience Senior Data Analyst

Customer Interaction & Support

• Serve as the

  initial point of contact

  for retail consumers regarding site experience concerns.
• Provide

  exceptional customer service

  to both external customers and internal team members.
• Handle

  verbal and written enquiries

  in a professional, friendly, and timely manner.
• Communicate

  retail marketing program information

  , fuel quality claims, policy details, and product fulfilment.
• Provide assistance with

  site locator

  ,

  fuel issues

  , and

  general complaints

  .

Issue Resolution & Escalation

• Manage complaint resolution, including

  identifying root causes

  and implementing corrective actions.
• Ensure

  accurate ticket creation

  and collect essential information for resolution teams.
• Transfer knowledge during shift changes for

  continuity in critical incidents

  and ensure smooth handovers.

System Usage & Documentation

• Maintain a high level of proficiency with communication and data systems, including

  telephone systems

  ,

  electronic ticketing tools

  ,

  notification systems

  ,

  Microsoft Office

  , and

  Windows

  .
• Keep knowledge documents up to date, including

  call contact lists

  , escalation paths, and business notification requirements.
• Complete

  special assignments

  such as supporting data systems, updating documentation, and contributing to knowledge base activities.

Continuous Improvement & Collaboration

• Actively participate in

  continuous learning

  to deepen understanding of business operations and emergency response systems.
• Identify

  process inefficiencies

  and recommend improvements.
• Collaborate across teams to perform

  user acceptance testing (UAT)

  and assist with system and process enhancements.
• Build and maintain

  strong working relationships

  with customers and internal business stakeholders.

Required Skills & Experience

• Bachelor's degree in Economics, Business, Finance, Accounting, or a related field.
• Minimum 57 years of experience in

  customer service roles

  within established organizations.

• Superior communication skills

  , both verbal and written.
• Proven ability to work

  effectively in teams

  and with cross-functional partners.
• Strong

  problem-solving and organizational skills

  .
• Experience in

  maintaining and enhancing knowledge bases

  .
• Ability to

  analyze and escalate unique incidents

  beyond scripted guidelines.

Desirable Criteria

• Retail experience, preferably in a

  convenience store or fuel retail environment

  .
• Familiarity with

  food service

  or

  facility equipment

  in retail settings.
• Understanding of

  customer behavior and retail operations

  .
• Strong

  time management

  ,

  self-motivation

  , and ability to manage multiple tasks.