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Customer Operations Analyst

Customer Support / Latvia, Riga

As a Customer Operations Analyst, you will play a critical role in bringing insights into our post-sale customer operations, initiate improvements and optimizations and drive these initiatives into results.

Responsibilities:

  • Oversee, control and monitor customer satisfaction & loyalty metrics such as NPS, CSAT, CES.
  • Monitor the efficiency of customer operational metrics and deep dive when it’s required.
  • Communication channels (emails, phone, SMS etc) & Self-Service portal analysis and efficiency.
  • Monitor and analyze key performance metrics, identifying trends and making recommendations for improvements to increase efficiency and customer satisfaction.
  • Come up with new optimization ideas, suggestions and actively participate in its realization.
  • Collaborate with different product teams to on execution improvements and features.
  • Work closely with other internal customer operation teams.

Requirements:

  • Bachelor’s degree in business, operations management or related field.
  • Experience in e-commerce, travel or customer operations/support is a plus.
  • Excellent analytical skills with the ability to identify and correlate metrics relevant to customer operations.
  • Ability to think strategically, with a focus on both short-term tactics and long-term business objectives.
  • Excellent English communication and presentation skills, with the ability to effectively influence stakeholders.
  • Advanced IT knowledge and capabilities and ability to quickly learn and perform in new software & tech environments.
  • Passion for the travel industry and a customer-centric mindset.

Compensation:

From 2,110 EUR Gross to 2,800 EUR Gross per month.

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