Data and System Support Specialist
1 month ago
We are seeking a skilled Data and System Support Specialist to join our team in Global Customer Service. As a key driver of digital transformation, this role is crucial in maintaining high proficiency within our customer service organisation.
This specialist will play a pivotal role in the introduction of our new contact centre platform, helping us achieve our overall group strategy through elevated digital proficiency and standardisation.
The ideal candidate has over 5 years of professional experience in a customer service environment working with systems, BI, and performance data.
Responsibilities include:
- Onboarding and training super users to ensure high utilisation of system functionality.
- Promoting a data-driven culture in customer service by building business reports and reporting on BU- and hub-performance trends.
- Building dashboards and templates for BUs and Hubs, analysing trends, and highlighting opportunities to optimise agent utilisation and performance.
- Acting as a link between the Customer Service software vendor and the product owner in our technology and innovation department for upcoming system roadmaps.
- Providing system usage support (front-end super user) and system maintenance, including building routing flows for all channels and technical troubleshooting.
The successful candidate will collaborate closely with local BUs and hubs, managing many stakeholders on different levels. They will report to the Head of Passenger Customer Service and service both our freight and passenger customer service organisations.
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