Customer Service Analyst

Customer Service Analyst at Flour Mills of Nigeria Plc

Flour Mills of Nigeria Plc has been a key part of Nigerian households, both at home and abroad. With a mission to become a leading food company in Africa, we provide high-quality and affordable products through world-class brands such as Golden Penny Flour, Golden Penny Semovita, Goldenvita, Golden Pasta, and Golden Noodles. Our flagship brand, Golden Penny, is a household favorite and remains the preferred choice among bakers, confectioners, and consumers in Nigeria.

Job Purpose:

As a Customer Service Analyst, you will support the customer service team by collecting and analyzing data, tracking operational KPIs, and generating reports to improve service delivery and productivity. You will also provide insights for executive reporting and help identify and resolve issues.

Key Responsibilities:

• Track and Analyze Metrics: Monitor key performance indicators such as OTIF, customer complaints, satisfaction index, and adherence to ETA scheduling.
• Data Collection and Reporting: Collect, analyze, and consolidate data to generate weekly performance reports and track month, quarter, and year trends.
• Customer Satisfaction Surveys: Develop and implement quarterly customer satisfaction surveys for continuous improvement.
• Reporting Tools: Recommend improvements to existing reports and assist in developing new reporting tools as needed.
• Problem-Solving: Identify trends in customer issues, conduct root cause analysis, and work on corrective actions.
• Process Improvement: Contribute to continuous process improvement initiatives.

Qualifications:

• BSc in any related field.

Requirements:

• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with CRM systems and packages.
• Strong problem-solving, stress management, and decision-making skills.
• Ability to analyze large volumes of data.

Experience:

• 3 years of experience in a customer/business/sales analyst role, preferably in FMCG or Telecom.

See Also: Customer Support Analyst