Senior Analyst Customer Service Representative

As a Senior Analyst-Customer Service, with 8-12 years of experience, you will be the initial point of contact for all retail consumers regarding site experience concerns. Your key responsibilities include providing excellent customer service to both customers and team members, acting as an escalation point for any enquiries, and leveraging a deep understanding of key account customers, processes, and systems. You will handle retail marketing program information, policy, product fulfilment, site experience complaints, fuel quality claims, and more. Your role will involve accurately creating tickets, acquiring critical information efficiently, and passing it to the appropriate personnel. Proficiency with electronic systems and processes such as telephone systems, data capture systems, Microsoft Office, and Windows functionality is essential. You will also be responsible for maintaining knowledge documents critical to the operation of the Notification Centre, resolving incidents, and completing special assignments related to data support and system documentation. To excel in this role, you must possess outstanding customer service skills, excellent communication abilities, strong problem-solving skills, and a team-oriented approach. You will be required to make recommendations on existing knowledge base documents, identify knowledge gaps, and build strong relationships with customers and internal business partners. Additionally, you will need to highlight process gaps, seek solutions for increased productivity, and perform user acceptance testing in technology and systems. Engaging in continual learning and education is crucial to ensure a high level of understanding about business operations, technology, and Crisis Management/Emergency Response systems. Continuous improvement in all activities is expected from you to deliver top-notch service consistently. If you are ready to take on this challenging opportunity, please contact us at 8291818392 or email at akeesha@mmcindia.biz for further details.,