Business Operations Analyst

4 days ago

Melbourne, Victoria, Australia Catch Full time

About the Role

Catch is seeking a highly skilled Business Analyst (Customer Service) to join our team. As a Business Analyst, you will play a critical role in delivering exceptional levels of customer service in a timely and professional manner.

Key Responsibilities

  • Interact with customers to support customer service continuous improvement.
  • Manage project-related customer cases and calls, ensuring customer concerns are managed.
  • Support the overall customer service KPIs.
  • Develop an in-depth understanding of the end-to-end customer experience processes.
  • Use data and analytics to improve the customer service experience and drive the delivery of initiatives.
  • Assist with projects within the customer and supply chain portfolio.
  • Review customer business operations and assess evolving business ideas.
  • Liaise between groups and departments.
  • Communicate recommendations for improving business operations.
  • Analyse business processes and data to develop insights into problems and opportunities.
  • Draft reports and propose solutions.
  • Evaluate business systems and processes to identify potential areas of improvement.

Requirements

  • Tertiary qualification in a relevant discipline.
  • 2+ years' experience working with e-commerce, retail, marketplace, or supply chain businesses.
  • Experience working in customer service or analytics.
  • A thorough understanding of customer service and/or business analytics.
  • Knowledge of agile processes.
  • Strong presentation and demonstrated stakeholder management and communication skills.
  • A high-level understanding of process and conflict resolution.
  • Microsoft Skills (i.e., PowerPoint, Word, and Excel).
  • Human-focused, build relationships within the team and the business.
  • Curious, understand stakeholder needs and dig deep to go beyond their initial requests.
  • Proactive, solve problems ahead of time and find who to engage in a sometimes ambiguous environment.
  • Detail-oriented, ensure there is clarity in requirements and outcomes.

Why Catch?

Catch is a fun, challenging, and uniquely different place to work. We offer a range of benefits, including flexibility, extended parental leave, a convenient Melbourne office location, and more.

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