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Business Analyst
CRM
Business Analyst
Gbg
Assignment description and main responsibilities The Business Analyst – Customer Care will be responsible for identifying Customer Care needs a Customer Care agent’s perspective, i.e. with regards to their day-to-day work tools (CRM platform, case management system, telephony system); from a managerial perspective, i.e. operations, strategy; and from a customer’s perspective. The Business Analyst will then translate those needs and gaps into functional and technical requirements, and assist the Digital Lead, the technical teams responsible for the respective digital platforms, as well as the Customer Care team in identifying how those requirements can be met using existing platforms. Deliveries  • Identify and document current pain points and requirements related to tools used by Customer Care agents as well as all of Customer Care operations (Team Leaders, Managers, etc.) by interviewing users and management, reviewing existing documentation, testing the tools, etc. The requirements shall also consider the customer’s perspective and support delivering a state-of-the-art customer experience to Polestar customers. • Map out a roadmap of future needs based on feedback collected from the target group (Customer Care agents and management) • Match the defined requirements with existing functionality in tools currently in use. • Support stakeholders in decision making regarding the choice of tools to be used by Customer Care agents Competence requirements • Experience working with customer care centersand associated tooling: CRM platforms, case management systems, telephony systems • Excellent functional understanding and mid-level technical understanding of customer care tooling • Platform-agnostic – no bias towards a specific tool/platform • Strong communication skills  • Excellent facilitation skills, able to lead team members through the right activities for expected outcomes ​ • Experience with documenting requirements and writing user stories

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