Customer Service Specialist, Analytics

4 weeks ago


القاهرة, Egypt Souq.com for E-Commerce LLC Full time

Experience defining requirements and using data and metrics to generate business insights.
- Bachelor’s degree in Engineering, Mathematics, Statistics or similar quantitative discipline.
- 2-3 years in relevant experience as Business Analyst, Data Scientist, Business Intelligence Engineer, Data Engineer, or equivalent.
- Technical skills - Advanced proficiency in SQL/ETL, Microsoft Excel, and statistical analysis tools and techniques.
- Experience with data visualization using QuickSight, Tableau, or similar tools.
- Strong Analytical skills - has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.
- Ability to present information professionally & concisely with supporting data.
- Ability to work effectively & independently in a fast-paced environment with tight deadlines.
- Superior verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and departments.

Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, Amazon Middle East Customer Service (CS) is looking for a CS Specialist, Analytics who will support diving deep into customer pain points and recommending solutions for them.
Key job responsibilities

**Responsibilities**:

- Build and maintain recurring metrics and reports.
- Complete ad hoc data retrieval and analysis using relational databases, Excel and other data management systems to fetch raw data and analyze it to prepare insightful reports.
- Deep dive into the customer experience to find customer defects and improvement opportunities using structured problem solving techniques such as customer journey mapping and Kaizen.
- Plan and execute multiple projects, collaborating cross functionally/geographically.
- Identify trends and opportunities to improve customer experience and reduce costs.
- Draft SOPs, references, policies or new processes to improve the customer experience and/or internal efficiency.
- Support program managers during large scale feature, product and business launches.
- Anticipate risks, resolve issues and initiative corrective actions, which may jeopardize deliverables.
- 3+ years’ experience in managing complex programs/ products and proven track record of delivering results
- Background in e-commerce, retail, telecommunications, customer operations
- Awareness and experience of automating workflows and mechanisms
- SQL and analytical tools and techniques



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