Main duties and responsibilities
- Analyse customer inquiries and interactions to identify patterns, trends, and insights
- Use tools such as Excel, Salesforce Einstein reporting, and Salesforce CRM analytics to process and interpret data
- Build prediction models/call to action in Salesforce CRMA
- Monitor and report on Customer Service KPIs, including response times, quality standards, and resolution rates
- Collaborate with the Customer Service Team, internal departments, and project teams to gather and share insights
- Conduct in-depth research to identify reasons for customer inquiries and make recommendations for process improvements
- Participate in cross-functional projects, ensuring data-driven decision-making
- Assess the status and potential future impact of projects, providing insights and recommendations
- Prepare reports and presentations to communicate findings to management
- Prepare presentation for EXCOM members
Reporting and collaboration
- Report to the Head of Customer Service
- Collaborate with the Customer Service Team, internal departments, and project teams
Key competencies
- Proficiency in Excel, Salesforce reporting, and CRM analytics tools is a must
- Strong analytical and problem-solving skills
- Excellent communication and presentation skills, including professional-level English proficiency
- Ability to work effectively in a team and cross-functional environment
- Strong attention to detail and the ability to work with large datasets
Education and qualifications
- ·Bachelor's degree.
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What We Do
At Global Blue, we firmly believe that enhancing the shopping experience drives performance.
Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.
As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.
Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.
Together, we innovate, create, and strive towards a brighter future for the businesses we serve.
With Global Blue, enjoy the journey.
