Customer Satisfaction Analyst

  • Negotiable
  • Contract
  • Anywhere
  • Posted 3 weeks ago

Customer Satisfaction Analyst

We are seeking a Customer Satisfaction Analyst to join our Global IT client based in Dublin 4.

You will be part of a cross-functional project team whose goal is to collect publishers’ satisfaction and feedback information through different channels (transactional Csat surveys, in-product surveys, forum, help center, support cases) and use it to improve the services and products of the client. 

Responsibilites

  • Analyse, filter and categorise publishers’ feedback collected via multiple channels (CSat surveys, Help Center, Forum, Product, Support Cases)
  • Identify actionable trends and create monthly feedback reports
  • Collaborate with sales and support teams in the analysis and segmentation of open comments collected via CSat surveys and identify top trending topics by team and within global OPG
  • Improve the current CSat surveys design to ensure consistency across teams
  • Help build and maintain the project portal 

 

The ideal candidate:

  • BA/BS degree or equivalent working experience
  • Written and oral fluency in English and in another EMEA language (Spanish, French, German, Russian, Arabic etc) 
  • Excellent analytical and problem-solving skills, experience in data analysis and reporting is a plus
  • Ability to work cross-functionally, strong communication and interpersonal skills

If this opportunity sounds like something you could be interested in, please do not hesitate to get in contact on kerrie.heffernan@edenrecruitment.ie  OR call  01 474 4504. 

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Kerrie Heffernan

  • kerrie.heffernan@edenrecruitment.ie