Web Channels Business Analyst
Orange Systems is the IT hub of Orange Moldova. An IT park resident, with over 800 employees, that delivers advanced IT solutions, enhancing a wide range of activities and full cycle development, impacting millions of customers across Europe.
Web Channels Business Analyst
Orange Moldova is looking for a new colleague to fill in the position of Web Channels Business Analyst as part of a small and agile team that is maintaining the unassisted channels platforms and is providing an exceptional digital experience for customers.
what you will be doing:
- Develop, maintain and improve customer’s journey via Web Channel
- Analyze existing customer journeys, workflows/procedures, client discussions/verbatims/call drivers from all available channels (Call, Chat, Social Media, email, customer’s verbatims). Analyze large volumes of data to identify areas of improvement.
- Responsible with life management for orange.md web help “ajutor” section by managing the content and taking into consideration business requirements, customer’s need and customer’s feedback.
- Assure continuous integration of the Customer Care scenarios within global search engines, Chatbot solution and with the AI based solutions.
- Continuously measuring and evaluating performance to ensure that web interactions meets KPIs
- Create and maintain comprehensive product documentation according to internal formalized procedures.
what we are looking for:
- Proficiency in Romanian
- Advanced English and Russian knowledge
- Proficient in MS Office tools (including MS Visio)
- Flowchart software skills
- Strong analytical skills
It is a strong advantage if you have:
- Proven working experience with digital channels and relevant platforms
- Customer support background
- Experience in Project Management
- basic knowledge of Windows OS/Linux
- proficiency with JavaScript/TypeScript
- programming experience in PL/SQL, SQL and code review ability
Apply today or recommend a friend until May, 24.
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