Customer Service Business Analyst

Summary

Join iVisa's growing global team as a Customer Service Data Analyst! Analyze customer service and order data to identify opportunities for improvement in customer satisfaction, conversation times, and overall experience. You will create analysis frameworks, dashboards, and reports to monitor KPIs and deliver actionable insights to both the customer service team and iVisa management. This role requires 2+ years of relevant experience, a bachelor's degree, advanced Excel skills, and experience with data visualization tools. iVisa offers a remote-first work environment, mental wellness sessions, a training allowance, extended family leave, unlimited PTO for managers and above, and a commitment to sustainability.

Requirements

• +2 years of relevant experience (Business intelligence, business analysis, data analysis)
• Experience with reporting business opportunities based on data
• Bachelor's degree in Business, Economics, or Engineering
• More than a year of experience in similar positions
• Advanced Excel/Sheets skills
• Experience working with Tableau/PBI or similar platforms
• Advanced English skills

Responsibilities

• Analyze data from customer service contacts identifying opportunities in CSAT (Customer Satisfaction), Conversations times, Conversation volumes, and contact rate
• Analyze data from orders to identify opportunities in customer experience. NPS (Net Promoter Score), Refunds, Customer on time, public reviews, etc
• Find patterns in customer contacts and deep dive into customer behaviors
• Create analysis frameworks and Dashboards for KPI monitoring
• Deliver insights and reports for the Customer service team with actionable improvements for operational performance
• Deliver insights and reports for iVisa management (Product, OPS, Tech & Growth teams) with actionable improvements for Customer Experience
• Manage and track the initiatives proposed through the Customer Service and Customer Experience reports

Benefits

• Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above