e-Service Analyst

1 Month ago • All levels

Job Summary

Job Description

The e-Service Analyst coordinates and manages projects and tasks within the Customer Experience team, enhancing the Customer Journey. Responsibilities include assisting with customer experience-related projects, managing customer feedback from surveys by coordinating translations, categorizing, and analyzing data, and working with the Customer Service team to address customer concerns. Other duties involve maintaining clear customer journey maps, suggesting improvements to sites, products, and processes, managing e-services, liaising with management on amendments, considering customer experience when using products, translating content, and performing testing on mobile devices.

Perks:

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN!

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Job Details

The function of the e-Service Analyst is to coordinate and manage projects and tasks which are initiated in the Customer Experience team or add value to the Customer Journey whilst carrying out monitoring of contacts and updating knowledge tools to maintain quality standards within all tasks and activities performed by the Customer Service agents.

The main responsibilities include but are not limited to:

Assist with projects and tasks which are Customer Experience related and coordinating feedback gathering from customers
Manage the customer’s open comments gathered from surveys: Coordinate translations, identify categorization and grouping, create an actionable analysis. Work closely with the CS team to “close the loop” for unsatisfied customers who have submitted their feedback
Work closely with the Customer Service Managers to return and distribute the relevant feedback timely to the rest of the Betsson Group organization
Contribute actively to maintain clear customer journey maps
Suggest improvements on sites, products and processes
Coordinate and manage e-service ensuring that services are user-friendly, in line with current promotions and terms and conditions
Liaise with management on impact of any amendments made on e-service
Consider customer experience when using our products on site and suggest changes where needed
Translate specific content in regards to e-service and the other internal systems in own language and/or in English
Perform testing on mobile devices in regard to new integration projects and new tools to make sure all bugs are reported and fixed

What we offer

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.