Brainhunter is currently seeking the services of a " Business Support Analyst " for a contract role with one of our Valued Clients.

Client Location: Lakeshore Blvd West
Vacancy Status : Open/Existing
Working Environment: Hybrid, 4 days in office
Employment Type: Contract
Hourly Compensation : $24-$25 / hour per hour. Final compensation will be negotiated between the contractor and recruiter based on experience and engagement terms.

O ur Client is hiring for a Business Support Analyst tto liaison with stakeholders (both internal and external delivery companies, 3rd party call centre referred to as a Control Tower for Delivery orders) for process improvement, reporting and incident management - make improvements to existing processes for reactive and proactive order management - not only for customers but also stores - provide and implement strategic forward thinking recommendations and solutions - work within Zendesk to improve documentation and reporting - off hours support will be required in cases of incident management.

Accountabilities:
• Provide excellent service to customers while keeping in mind the company's policies and standards, and in compliance with any relevant Legislative/regulatory requirements.
• To fulfill customer requests, respond to inquiries/complaints, always demonstrating due attention to customer care and a professional approach. Customer requests/complaints handled at this level are generally more complex and require increasingly superior problem solving, investigative, negotiation, complaint resolution and decision-making skills.
• Identify needs and resolve call centre and customer inquiries/requests via telephone and by electronic means within the department standards and guidelines and agreed protocols.
• Adhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery. All reps are evaluated regularly on the quality of their service delivery.
• Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner and in accordance to resources provided.
• Use customer feedback and data to translate, create and maintain business objectives
• Actively review call center data and report on voice of the customer, surveys, QA scores and analysis.
• Due to the more complex nature of issues, role is required to establish and maintain effective relationships with internal and external customers. They must regularly liaise with both internal and external contacts as required to resolve customer issues and satisfy inquiries.

Requirements:
College diploma or post-secondary education.
• 3 - 5 years of related experience
• Excellent oral and written communication skills in English.
• Excellent communications skills and expertise in customer service delivery are required.
• Experience with ecommerce and social media in the marketing/corporate environment.
• Demonstrated analysis and reporting skills
• Demonstrated PC skills: Microsoft Office-Excel, Word, Access, reporting software and/or other software/database skills, Zendesk experience
• Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment.
• Prior experience with call centre technology is beneficial.
• Flexible and responsive to both the needs of the customer and the organization.
• Display tact and diplomacy in handling all levels of customer interaction.
• Work effectively as a team member, or individually as required, in a demanding environment.
• Ability to manage workload is required.
• Excellent organizational and time management skills.
• Strategic creative problem solver who is innovative, data-driven and improvement oriented.

How to Apply:
Online: To apply for this and other suitable exciting opportunities with Brainhunter Systems Ltd., you can apply online through the button on the top right. AI tools may be used for initial screening of applicants.
E-mail: Please email Reema at reema.kaur@brainhunter.com with an attached copy of your CV.
Brainhunter is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. Brainhunter encourages applications from women, Indigenous peoples, veterans, persons with disabilities, members of visible minorities and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. We provide accommodation upon request during the recruitment process; please let the job poster know.

We thank all applicants for their interest, however only those candidates selected for Interviews will be contacted.