Customer Service Analyst

We are seeking a Customer Service Analyst to be the primary point of contact for retail consumers experiencing site-related concerns. You will provide exceptional customer service to both customers and internal team members, utilizing a deep understanding of key account customers, processes, and systems. This role involves acting as a central point for all verbal and written inquiries from external and internal customers, interacting professionally and efficiently, and promptly escalating relevant concerns.

Key responsibilities include addressing retail marketing program information, policies, and product fulfillment. You will handle complaints related to the retail site experience, fuel quality claims, and site locator functionalities. A core aspect of this role is complaint resolution, including the identification and management of root causes. Representatives are expected to accurately create tickets, efficiently gather critical information, and forward it to the appropriate personnel. Maintaining a high proficiency with electronic systems and processes for communication, requests, contact information, call logs, and response teams is essential. This includes proficiency with telephone systems, electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.

You will also maintain and update knowledge documents vital to the Notification Centre's operation, including contact lists, business notification requirements, and critical issue paths. The ability to independently determine appropriate actions for new or unique incidents without scripted guidance is crucial. Transferring knowledge effectively at shift changes to ensure smooth handover of critical ongoing incidents and tickets is required. Additionally, you will complete special assignments such as data support for critical systems, system and activity documentation, knowledge base activities, and other operational tasks.

Continuous learning and education are expected to maintain a high level of understanding of business operations, technology, and Crisis Management/Emergency Response systems. Representatives must actively engage in continuous improvement across all activities.

Qualifications:

• Graduate degree or equivalent experience
• High-level computer knowledge in both hardware and software
• Experience with networking and general application support

Job Requirements:

• Superior customer service skills.
• Excellent written and oral communication skills, with the ability to build effective working relationships.
• Demonstrated experience in established customer service organizations.
• A team-oriented approach.
• Strong problem-solving skills.
• Ability to recommend improvements to existing knowledge base documents and identify knowledge gaps.
• Skill in building and maintaining strong relationships with customers and internal business partners through timely, accurate, and high-quality service.
• Proactively identify process gaps and inefficiencies and seek solutions to increase productivity and service levels.
• Experience performing user acceptance testing in technology and systems to ensure effective enhancement execution.