Customer Service Analysis Specialist - Cimory Group

Join Cimory Group, a leading name in Indonesia’s fast-moving consumer goods (FMCG) industry, as a Customer Service Analysis Specialist at our Head Office in Jakarta Barat. This role is pivotal in enhancing customer satisfaction by analyzing service performance, identifying trends, and providing actionable insights to improve our customer service operations. In this role, you will work closely with our customer service team, leveraging data analytics tools to transform raw data into meaningful information that drives strategic decisions.

As a Customer Service Analysis Specialist at Cimory Group, you will be responsible for monitoring and analyzing customer service metrics, conducting root cause analysis on service issues, and developing reports that highlight areas for improvement. You will also collaborate with cross-functional teams to implement service improvements and measure their impact. This is an exciting opportunity to leverage your analytical skills to enhance customer satisfaction and drive business growth in one of Indonesia’s most dynamic industries.

📋 Tanggung Jawab Pekerjaan

Key Responsibilities:

• Monitor and analyze customer service metrics using data analytics tools such as Power BI, Tableau, or similar.
• Conduct root cause analysis on service issues to identify trends and areas for improvement.
• Develop and present regular reports highlighting customer service performance and areas for improvement.
• Collaborate with cross-functional teams to implement service improvements and measure their impact.
• Identify and recommend process improvements to enhance customer service operations.
• Provide actionable insights to the customer service team to improve service quality and customer satisfaction.
• Participate in continuous improvement initiatives to drive operational excellence.
• Ensure compliance with company policies and industry standards.

🎓 Kualifikasi & Syarat

Kualifikasi & Syarat:

• Bachelor’s degree in Business Administration, Economics, Statistics, or a related field.
• Minimum of 3 years of experience in customer service analysis or a related field.
• Strong analytical and problem-solving skills.
• Proficiency in data analytics tools such as Power BI, Tableau, or similar.
• Experience with statistical software such as SPSS or SAS is a plus.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.

🛠️ Keahlian

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