The Customer Care Team is looking for a Business Analyst, based in Kraków, Poland. This is a central, global role with very high expectations and exposure to senior management and our international partners.
The team’s mission and your task are to ensure highest customer satisfaction where we wow pets & pet parents every single day.
We define service levels and guidance for our service partners.
The main objective of this role is to gain better insights into our customer and Service Partner expectations and needs, to derive recommendations as well as to trigger service improvements for the global Customer Care team.
Your dashboards, reports, deep dives, visualizations, and insight will be pivotal for the development of the central and local Customer Care Teams that serve over 8 million active customers in more than 30 European countries .
Are you looking for an innovative Customer Care environment, a broad scope of work yet the opportunity to be in the driver's seat with full responsibility for your area?
Are you data-driven and do you want to deliver the best service possible? Do you tend to question the status quo and reimagine how things can be done smarter?
Do you insist on highest standards and do you not settle for mediocre? Then reach out to us!
As a Customer Care Business Analyst in zooplus, you will be responsible for :
Develop and provide dashboards, reports, and ad-hoc analysis for Senior Management, the Customer Care Team and IT,
Develop and provide the forecast for growth and staffing (workforce management),
Gain insights thought root cause analyses into customer pain points and derive recommendations for resolution,
Support Service Partners and other stakeholders with performance overview, benchmarks, and data-back recommendations,
Liaise with the Customer Care team, our Service Partner, and IT to understand their requirements,
Define and monitor business requirements and metrics via KPIs,
Listen actively to your peers and help them make grounded decisions,
Drive various analytical projects in close alignment with your stakeholders,
Present and document your findings to customer care as well as to other areas to work on root causes.
Profound interest and good understanding in eCommerce and / or Customer Care,
Strong analytical skills, with a high level of attention to detail,
At least 2 years relevant experience in an analytical profession,
Advanced SQL skills or similar,
Experience creating visualizations in Tableau or similar,
Solid analytical skills coupled with a passion for numbers and large amounts of data, as well as a creative problem-solving skill,
High degree of responsibility, self-driven, and independent working style,
Excellent written and verbal communication skills in English.
What we are offering you
Chance to become a part of dynamically growing international company
Training opportunities and professional development
Motivated multi-cultural teams and enjoyable work atmosphere
English and German language courses on company premises
Benefit package (private medical care, Multisport)
Table tennis, foosball, fresh fruits and beverages, company events
Discount in zooplus shop
Central office location
Full-time employment contract
Flexible working hours
And 4 extra days off!