Customer Solutions Analyst - Woodbridge, Canada - 407 ETR

407 ETR

Verified Company

Woodbridge, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Summary
The Customer Solutions Analyst's core responsibility is to be a customer experience and internal process expert. They are driven to improve the customer experience through all channels. The individual will complete customer data analysis, review, and recommended process efficiencies. They will be support transformational initiatives and execute change management activities.

Duties and Responsibilities:

Complete thorough analysis on customer related data, including:
Voice of the Customer survey feedback
Support data to prepare business cases
Transactional (call volume reasons, website transactions etc.)
Presenting your analysis in various forms (ex. Excel, PowerPoint, infographic etc.)

to share valuable information considered for business recommendations which will be used to:

Make key business decisions
Determine the effectiveness of past and current initiatives
Support Supervisors with coaching or employee recognition
Build relationships and communicate frequency with members of the Customer Operations Team, other members of the organization, and occasionally people outside of the organization (ex. customers, consultants, etc.)
Communicate with key stakeholders on a regular basis and respond to specific queries
Reporting of company initiatives and programs
Provide suggestions and improve department processes
Analyze customer feedback and prepare reports. Perform tests, evaluate delivered changes and customer support services, and facilitate improvements

Qualifications:

Postsecondary education in a related field, such as Business Administration
Minimum 3 years' experience in Customer Service
Must understand data analysis
Must have strong knowledge of MS Excel, and CRM software
Passion for the customer experience demonstrated by considering the customer's perspective when communicating, putting forth ideas, and making decisions
Experience in LEAN Methodology
Exceptional business writing and verbal communication skills (including presentation skills)
Ability to analyze customer data and interpret results

Our Offer

Free 407 ETR usage
Hybrid with flexible working hours
Community culture
Expect excellence: Collaborative team, learn, and grow with a highperformance team.

About 407 ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That's why millions of drivers rely on Highway 407 ETR to get around the GTA.

Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc.

is the sole shareholder of 407 ETR and is owned by:

Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);
Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A %); and
SNC-Lavalin (6.76%).

Job Type:
Contract