Opportunity brief
Keyloop is hiring for the role of Supply and Demand Support Analyst!
Responsibilities of the Candidate:
- Take end-to-end responsibility for the resolution of cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
- Be familiar with your customers' configuration, business model and key stakeholders in line with our Experience First approach.
- Communicating and collaborating with team members, other departments and management to deliver timely resolution of customer issues.
- Documenting solutions and producing written guidance on resolution steps and procedures through the creation and maintenance of knowledge articles.
- Ensuring root cause analysis is carried out where necessary.
- Actively contribute to case reduction initiatives by identifying opportunities within our customer base and through promotion within our teams.
Requirements:
- Ability to efficiently plan and prioritise workload to meet deadlines.
- Investigation, analytical, problem solving and trouble shooting skills.
- Knowledge and understanding of customer expectations. - Ability to influence and overcome objections and de-escalate potentially critical customer situations. - Ability to interact with multiple levels of Keyloop customers and internal partners. - Ability to explain complex problems, issues and concepts in simple terms - Well developed customer service skills gained across a variety of channels with a high level of professionalism - Strong communication skills - both written and verbal - Flexibility from a scheduling perspective in order to meet customer demands.
Desirable Skills
- Understanding of the automotive industry - Familiarity with Keyloop products and offerings - Familiarity with Keyloop tools and resources.