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Business Analyst

2 months ago

Melbourne, Victoria, Australia Catch Full time
About the Role

Catch is seeking a highly skilled Business Analyst to join our Customer Service team. As a Business Analyst, you will play a key role in delivering exceptional customer service and driving business improvement initiatives.

Key Responsibilities
  • Interact with customers to support customer service continuous improvement
  • Manage project-related customer cases and calls, ensuring customer concerns are addressed
  • Support overall customer service KPIs
  • Develop an in-depth understanding of end-to-end customer experience processes
  • Use data and analytics to improve the customer service experience and drive business 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 ecommerce, 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 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
About Catch

Catch is a leading online retailer in Australia, offering a wide range of products to customers. We are committed to delivering exceptional customer service and driving business improvement initiatives.

We offer a range of benefits, including flexibility, extended parental leave, and a convenient Melbourne office location. Our team is passionate about delivering exceptional customer service and driving business improvement initiatives.