Client Service Analyst - Customer Services

at  Capgemini Colombia SAS

REQUIRED SKILLS:

• Excellent written and verbal English.
• Ability to form strong working relationships across internal and external stakeholders.
• Ability to engage in a service-focused manner with clients when helping to solve/manage content deliverables.
• Ability to translate business requirements into technical specifications, while providing consultation to internal and external stakeholders.
• Experience with data analysis, and the ability to independently problem solve, determine root causes of issues, and pursue the steps required for resolution.
• Strong project management skills, with the ability to manage multiple tasks, and adhere to standard operating procedures.
• Proficiency with MS Outlook, Word, Excel, PowerPoint, and Teams.
• Proficiency in creating reports and dashboards using business intelligence software.

RESPONSABILITIES:

• Oversee the delivery of content to clients, translating business needs into technical requirements, configuring deliverables to client specifications, executing standard operating procedures, and performing quality checks; analysts must also ensure high levels of client satisfaction and support for revenue growth through high-quality service delivery and data management.
• Coordinate and execute ongoing analytic and ad-hoc requests, producing high-quality reports and presentations for clients.
• Utilize strong analytical skills and use tools to consult with clients’ sales, category management, and brand and trade marketing groups, providing insights and recommendations, as needed.
• Coordinate cross functional planning and execution for internal and client projects.
• Recognize and connect the needs of the client with the products and solutions.
• Track critical metrics to measure progress against quality initiatives.
• Develop and leverage strong, collaborative relationships across functions, on topics of issue management, change events, ad-hoc projects, client training, and broader change management, ensuring high-level coordination across teams via Email, Virtual Meetings, and proprietary tools.
• Engage with clients in a service-focused manner to manage deliverables, answer requestions, respond to issues, and provide business insights, ensuring effective communication.

• Client Service Analyst - Customer Services