Business Analyst - Customer Support Center

Job description

Job ID

341977BR
Work Area

Business & Consumer Insights & Analytics
About the job

About the job

In your role, you will provide actionable insights through measuring the performance of the Customer Support Center and analyzing customer behavior by defining, developing and delivering reports for operational business improvements and decisions.

More information about your tasks

• Identify cause and effect of customer satisfaction and dissatisfaction and present actions to improve the customer experience.
• Provide insights for understanding the customer’s behavior and feedback to help further development, contributing to a seamless customer journey.
• Identify and analyze the reasons for contacting and their root causes and report those in a structured format.
• Collaborate with relevant stakeholders, both within and outside the CSC, to define and develop reporting and analysis to be used throughout the business.
• Initiate and drive improvements of the analytics area to secure data quality and that correct data is measured, in close cooperation with global stakeholders.
• Maintain and develop data extracts and reports used in the unit for all contact methods on different levels, enabling easy follow-up for the unit management team.
• Educate and inform colleagues across functions and countries on analytical performance terminology, concepts, trends, insights and recommendations.
• Organize and implement surveys when necessary and follow up on data captured.
• Contribute to the creation of the Customer Support Center channel action plan and implement the appropriate actions in the area of responsibility.

It is essential that you have

• Extensive knowledge in analytics, and how to set up measurements, tools, techniques and methodologies accordingly.
• Knowledge about relevant Sales and Customer Relations processes, tools and working methods.
• Understanding of customer support center operations and how the business is executed.
• Thorough knowledge of KPI development, implementation, reporting and validation.
• Knowledge of customer behaviors and market trends in retail to attract, develop and retain customers.
• Excellent in written and spoken English, and local language.
•Detail oriented with strong mathematical, analytical, statistical and reporting capabilities.
• Ability to understand and work with large or imperfect volumes of data, identify risks and opportunities, and turn into actionable insights.
•Willingness and passion in transforming IKEA to be the world’s leading multichannel home furnishing retailer.

G rowing together

IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

 
We would love to hear from you!

To apply go to IKEA Inside, Jobs at IKEA or go to IKEA website, “Working at IKEA”. 
If you have any questions regarding the position, please contact:

Closing date for applications: May 19th 2019

Location

Seoul ( Gwang Myeong City )
Job Title

Business Analyst - Customer Support Center
Country

South Korea
Full Time - Part Time

Full Time
Job Type

Regular