Business Analyst

2 weeks ago

Melbourne, Australia Catch Full time

Who is Catch?

Catch.com.au has been bringing low prices to everyday Aussies on the brands they know and love since we started shaking up online retail in 2006.

We are Australian owned and operated and have deep expertise on Australian consumer online shopping behaviour. Catch.com.au is part of the Wesfarmers Group, placing us in good company alongside Australia's top retailers, Kmart, Target, Bunnings, Officeworks and API.

Our vision is to be Australia’s most loved online destination for families. There's still a lot of work ahead of us, so we’re always on the lookout for creative, resourceful, and resilient people that can quickly learn new skills and adapt on the fly. 

Catch’s vision is to be the trusted place where Australians start their shopping journey. The Business Analyst (Customer Service) assists the Continuous Improvement Manager to deliver exceptional levels of customer service in a timely and professional manner to supporting the NPS, returns and ongoing customer improvement initiatives.

What you’ll be doing

What does a normal day in the life of a Business Analyst (Customer Service) look like? Well, no two days are alike at Catch, but you could probably expect your day to include some of the following things:

  • Interact with customers as required to support customer service continuous improvement.
  • Where required, manage project related customer and resolve escalated customer cases and calls ensuring customer concerns are managed
  • Support the overall customer service KPIs
  • Focus on developing an in-depth understanding of the end-to-end customer experience processes
  • Using 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
  • Reviewing customer business operations and assessing evolving business ideas.
  • Liaising between groups and departments.
  • Communicating recommendations for improving business operations.
  • Analysing business processes and data to develop insights into problems and opportunities.
  • Drafting reports and proposing solutions.
  • Evaluating business systems and processes to identify potential areas of improvement.

The skills you'll have

  • 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 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 join the Catch team?

There’s never been a more exciting time to join the Catch Team

Its a fun, challenging and uniquely different place to work and on top of that we offer a range of benefits including:

  • Flexibility that works for you. This allows our teams to navigate work life and home life on their terms
  • Extended Parental Leave - 16 weeks for Primary Carers
  • Convenient Melbourne office location, which is just across from Southern Cross Station
  • Modern and Open office space with ample onsite kitchen facilities, break out areas and access to lite breakfast (toast, cereal, fruit).
  • End of trip facilities with all the amenities like hair dryers and towel service as well as bike storage
  • To enable our team members to give back to our communities, we offer paid volunteer leave
  • Subscription to our OnePass loyalty program, so you can enjoy free delivery as you shop on Catch
  • A 5% discount when you shop at Kmart, Target, Bunnings and Officeworks

At Catch, we welcome all applications and screen them without attention to race, age, beliefs, sex, orientation, gender identity and disability.

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