Job Purpose :
The Customer Service Reporting Analyst will ensure that all Customer Service metrics are collated and reported through to SDD Business Support and Performance within the required reporting cycle.
The Service Quality Reporting Analyst will gather intelligence relating to Customer Service Delivery across multiple contracts, including the Customer Service Centre, the Customer Experience Surveys, the Rail Service Provider (Customer Experience) and through the Qatar Rail Customer Service Quality Team.
The Service Quality Reporting Analyst will also provide general administrative support to the Customer service team in arranging meetings, preparing and distributing agendas, taking and distributing notes of meetings.
Duties & Responsibilities :
Desired Profile : Education :
Education : Diploma or equivalent
Proven experience in analysing and managing data to develop reports with recommendations
Experience as assistant or document controller with a minimum of 5 years in this position.
Specific experience in Customer Service and / or Transportation industry and working within multicultural environments would be highly desirable
Professional Training :
Report writing and other administrative relevant professional training would be highly desirable
Excellent verbal and written communication in English
Experienced and confident identifying, analysing and reporting performance trends and forecasts
Writing detailed reports
Highly organised and able to manage time and tasks in a timely and efficient manner
Highly proficient in Microsoft Excel, Powerpoint, Word and Visio
Organisation & Planning skills
Ability to learn new things