Customer Care Analyst

The Customer Care Analyst will be supporting customers in transitioning their software applications from private to public cloud. This is an excellent opportunity to own the customer experience, drive outcomes, and collaborate across global teams to ensure every customer feels supported and heard.

· Immediate start, 12 months full time temporary assignment

· Flexible work schedule from Monday to Friday

· Auckland CBD

Key Responsibilities

· Oversee campaign case queues, coordinate processes and client migration time lines, manage templates, and handle all communications through Salesforce. Ensure timely and accurate handling of requests, while guiding customers to stay aligned with their migration time lines.

· Collaborate closely with fellow Customer Care Analysts to ensure prompt and effective follow-up on customer inquiries.

· Manage an outbound case queue and work to resolve customer issues promptly and efficiently.

· Communicate with customers in a clear, concise, and straightforward manner.

· Handle a high volume of incoming tasks and respond efficiently, even when the work is repetitive and routinary – must be comfortable performing similar tasks consistently.

· Dedicate regular and consistent man hours to queue management, supporting a global team that operates 24/7 to ensure service level agreements (SLAs) are consistently met.

· Recognise, prioritise, and escalate customer issues when needed, while proactively communicating and managing tasks to prevent potential issues before they escalate into a crisis.

Requirements:

· Excellent written English communication skills

· Exceptional attention to detail with the ability to efficiently manage and monitor substantial amounts of data.

· Highly collaborative with good teaming skills

· Preferred experience includes working in a call centre setting, thriving in a fast-paced environment, and handling a high volume of email communications.

· Ability to pick up and learn new systems and processes.

· Salesforce experience – good to have.

· Resilient, adaptable, and dependable.

If interested, please click on the job link through the Salt website, or call Luwee on 0225005608.

We’re proud to have been finalists for 2023 RCSA Awards in the Excellence in Client Service and Excellence in Candidate Care categories, and finalist for a 2023 SEEK Annual Recruitment Award in the Large Recruitment Agency of the Year category. At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.