BanyanTree Capital Partners seeks qualified candidates to fill this role
Our client, a leading FMCG in Nigeria is seeking to hire a business process and customer service analyst for a period of 3-6months to join a re-engineering consultancy team. The ideal candidate should have worked in business process re-engineering and/or a customer service data analyst position in an environment where they were tasked with developing customer databases and driving customer service process improvements in an FMCG type environment.
- Candidate should be able to implement procedures to maximize customer satisfaction and also follow up orders placed by dealers to ensure product is delivered in a timely manner. Candidate should be able to design questionnaires and moderator guides to ensure customer data is captured.
- Work closely with clients to identify and analyse core business procedures and workflows in order to optimize end to end processes and automate non-value-added tasks.
- Evaluate current business processes, analyse workflow within and between enterprises and recommend solutions for improvements
- Development of clear and detailed process maps to achieve measurable improvements in customer satisfaction, productivity, cycle times and quality.
- Develop and maintain a customer database that can be leveraged to build customer relationships and drive marketing activities.
- Provide leadership that drives rapid, dramatic process redesign.
- Identifying the core aspects of providing and maintaining outstanding customer service
- Prompt and efficient handling of the customer reported incidents or requests
- Minimum of Bachelor’s Degree from an accredited university
- Candidate must have above average (intermediate to expert) skills in Ms Office applications particularly Excel and PowerPoint
- Critical Skills
- Have basic knowledge on how to improve business process across the organisation.
- Ability to work on multiple tasks with minimum supervision and must possess ability to make sound judgements with confidence
- Strong inter-personal skills, ability to work cross-functionally and develop/utilize collaborative relationships
- Flexible work habits with maturity to accept changing demands as they occur
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