Operations Analyst - Madison, United States - ActionLink

ActionLink

Verified Company

Madison, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Ready to level up your career with a global, cutting-edge tech leader? Passionate about delivering top-notch customer service?

If so, ActionLink wants YOU to join our Sony Account Division to make an impact in their customer service operations

As a
Customer Excellence Center Operations Analyst for our client, Sony, you'll be at the heartbeat of their customer service operations to optimize processes, enhance efficiency, and elevate the customer experience.

This role requires a self-motivated and results-oriented professional with keen attention to detail.

The individual will provide comprehensive administrative support to the Consumer Electronics and Professional Services teams while ensuring the delivery and execution of exceptional customer experiences.

What we offer:

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Weekly schedule: 40 hours per week; 8:30am - 5:00pm Monday through Friday
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Work environment:Fully remote work
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Compensation:$ $27.00 per hour
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W-2 employment: Includes a biweekly pay schedule & direct deposit to ensure timely and consistent payments
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Health Benefits: Medical, dental, vision, life, and prescription insurance plans
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Retirement Savings: 401(k) option with company match to help secure your financial future
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Work-Life Balance: Enjoy paid holidays and utilize accrued paid time off to relax and recharge, balancing your professional commitments with personal well-being

Duties

Responsible for monitoring and responding to inquiries and issues from the front line and backoffice operations teams to ensure a seamless and positive customer experience
Maintain clear communication with internal and external stakeholders, effectively disseminating information and driving successful project implementation
Analyze customer experience data to identify areas for improvement and a better customer experience
Contribute to operational efficiency including identifying areas for improved handling time, customer satisfaction scores, and overall customer engagement.

Qualifications

Bachelor's degree or equivalent experience in a relevant field
25 years of experience within a call center environment
Excellent communication skills (verbal, written, and presentation) to clearly articulate findings and collaborate effectively
Meticulous attention to detail and a commitment to delivering highquality work
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio) and Microsoft Teams
Ability to work independently in a fastpaced environment while also fostering a collaborative spirit
A passion for customer service and a dedication to exceeding customer expectations
Experience in consumer electronics field is a plus
Knowledge of Salesforce is a plus

Physical Requirements