We are hiring part time Customer Experience Analysts to join our growing business; this is a great opportunity for individuals looking for an exciting flexible role. The TrackBack platform is used by automotive manufacturers around the world to provide a reliable, easy to use yet comprehensive contact tracking platform specifically designed for integration with manufacturers’ CRM systems, so that they can measure lead follow-up activity at dealer levels.

Our team of Customer Experience Analysts identify and analyse customer enquiries to score customer experiences against a framework of pre-determined criteria (TrackBack.Scan).


Analysts are responsible for:

  • Meeting targets relating to enquiries to be filtered/analysed.
  • Sending reports to management in a timely manner.
  • Maintaining an accurate record of the number of hours worked.
  • Notifying management of any problems as soon as possible.
  • Checking for updates from management at the start and end of and throughout each working day.

 

Analysts are required to:

  • Listen to & filter enquiries to identify those that meet the scoring criteria.
  • Listen to & analyse the agreed number volume of enquiries against the relevant criteria.
  • Highlight any improvements that could be made to the SCAN system.
  • Highlight any updates that may be required to the scoring criteria.
  • Maintain a “General Comments” file that records anything noteworthy from the enquiries that do not fit into the current scoring criteria.
  • Maintain up-to-date reports detailing work & hours completed
  • Attend the quarterly calibration session in Teddington.
  • Ensure that all data is encrypted and secure.
  • Attend an annual company security briefing.
  • Conduct any other duties related to the role as necessary

 

Skills, Experience & Qualifications

  • Be highly organised and self-motivated.
  • Be able to confidently use Microsoft Excel & Word.
  • Be comfortable with using online computer systems.
  • Be a focused listener.
  • Have good attention to detail.
  • Have excellent grammar & spelling.
  • Ability to work under pressure and use initiative.

Reporting to: Customer Experience Manager

Minimum of 10 hours per week (flexibility over the days) based out of our offices in Teddington

Please submit your CV and covering letter to recruitment@trackback.net.