What are the responsibilities and job description for the CUSTOMER INTERACTION BUSINESS ANALYST position at MSC Mediterranean Shipping Company SA?
Customer Interaction Business Analyst
MSC USA - Charleston
Job Summary / Key Responsibilities :
JOB SUMMARY
The Customer Interaction Business Analyst is responsible for monitoring and evaluating the quality of customer interactions across phone, email, and case channels to ensure adherence to company standards. This role involves conducting regular assessments of customer service performance, identifying opportunities for improvement, and providing actionable feedback to support the Customer Service Team.
ESSENTIAL FUNCTIONS
- The Customer Interaction Business Analyst will be responsible for monitoring, evaluating, and ensuring the quality of customer interactions across phone calls, emails, and case handling, identifying opportunities for improvement, and providing actionable feedback to enhance overall service delivery.
- Analyze customer service interactions across multiple channels, assess adherence to established quality standards, and develop strategies to optimize agent performance, drive customer satisfaction, and contribute to continuous process improvements by providing valuable feedback and data.
- Review and assess agent performance in managing customer inquiries, ensuring all interactions meet or exceed company quality benchmarks, and collaborate with internal teams to implement improvements that foster excellence in customer support.
- Collect, analyze, and manage performance data related to quality assessments, utilizing insights to identify trends, recommending changes, and drive enhancements in customer service experience.
- Collaborate with cross-functional teams to align efforts towards achieving shared goals for addressing customer inquiries, enhancing overall customer service, and acting as the voice of the customer to inform and shape strategy.
- Contribute to creating a best-in-class customer experience across all touchpoints, focusing on process optimization and quality enhancements.
- Performs other duties, as required.
QUALIFICATIONS
REQUIRED EDUCATION AND EXPERIENCE
REQUIRED SKILLS AND ABILITIES
PHYSICAL DEMANDS
WORK AUTHORIZATION
What We Offer
You will also have access to additional benefits, effective day one :
About Mediterranean Shipping Company (MSC)
Mediterranean Shipping Company (MSC), headquartered inGeneva, Switzerland, is a global leader in transportation and logistics,privately owned and founded in 1970 by Gianluigi Aponte. As one of the world'sleading container shipping lines, MSC has 675 offices across 155 countriesworldwide, with the MSC Group employing over 200,000 people. The company hasevolved from a one vessel operation into a globally respected business with afleet of 800 vessels that provides timely delivery of goods and services tocustomers of all industries and sizes. With access to an integrated network of road, rail,air, and sea transport resources which stretches across the globe, the companyprides itself on delivering global service with local knowledge. MSC's shippingline sails on 300 trade routes and calls at 520 ports, carrying some 22.5million TEU (twenty-foot equivalent units) annually. For more information, visit MSC Mediterranean Shipping Company
Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at US038-Humanresourcesusa@msc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
Salary : $50,000
