Customer Care Data Analyst

The Customer Care Data Analyst has operative and analytical tasks in the Corporate Customer Care Department, using analytical tools to interpret data related to customer service operations. This data can include response times, issue resolution rates and other metrics that help the team improve complaint management processes by providing insights, automation and feedback.

•Monitor key performance indicators (KPIs) related to customer care, such as response times, resolution rates, and customer satisfaction scores;

•Analyze data from various sources including customer feedback from surveys, reviews and social media channels;

•Use data to identify areas of concerns, provide recommendations for improving customer care processes and performance;

•Create detailed reports to present data in a clear and visual manner;

•Assist in implementing automated solutions to enhance the current customer care process;

•Stay updated on the latest data analysis technologies and best practices to continuously improve analysis capabilities.

•A previous experience in an analytical role in Marketing/Customer Care;

•Fluent English and Italian; knowledge of a second foreign language is considered a plus;

•Proficiency in MS Office, in Data Modelling Tools and Qlik;

•Degree in Economics or in Mathematics/Statistics;

•Detail-oriented and able to manage multiple tasks concurrently;

•Strong analytical, communication and team-working skills.

•Right to work in Italy.