Customer Care Optimisation Analyst - Sweaty Betty - 7M FTC

Customer Care Optimisation Analyst - Sweaty Betty - 7 Month Fixed Term Contract

We're a global female first activewear brand launched in 1998, dedicated to empowering women through fitness and beyond. In this remote role you'll play a key part in driving customer care excellence by optimising Salesforce based tools, improving service delivery and turning data into actionable insights.

Responsibilities

• Manage Salesforce permissions and administer changes to layout, fields, picklists, etc.
• Perform general troubleshooting and complete the Sales Administration certificate.
• Potentially complete the Development certificate.
• Continually update KnowledgeBase articles and refine search tags.
• Identify optimisation opportunities within Salesforce.
• Support UAT for new Salesforce releases.
• Monitor and optimise the chatbot to maximise contact deflection.
• Explore in store hand offs for Live Chat/video calls.
• Analyse customer feedback - CSAT, CES, NPS, assisted sales conversations and external FAQ data.
• Create and update process flowcharts.
• Develop ad hoc training guides and workshops.
• Assist with floor walking activities.
• Maintain Saved Replies and External FAQs, refining search tags.
• Collaborate with the Quality & Training Manager and senior stakeholders to ensure high standard CRM optimisation.

Key Qualifications

• Attention to detail.
• Ability to translate data into insights.
• Operations support experience.
• Customer obsessed and resolution focused.
• Highly self motivated with a keen appetite to learn.
• Excellent communication skills with all stakeholders.
• Friendly and professional demeanour.
• Problem solving and creative thinking.
• Works well under pressure in a fast paced environment.
• Experience using multiple systems.
• Ability to meet KPIs/targets.

Additional Information

Remote role - strong virtual communication skills required. The position is based in England, United Kingdom.

Equal Employment Opportunity Statement

We are committed to equal employment opportunities and strive to create an inclusive workplace. All applicants will be considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, disability or any other protected characteristic.