Customer Service Specialist

Hiring company: Cable Bahamas Ltd. Source: LinkedIn Bahamas Overview The Customer Experience Specialist (Reporting) is responsible for collecting, analyzing, and reporting on customer experience, operational, and sales performance data to support informed decision-making across the Customer Experience & Channels Division. The role focuses on identifying customer trends, performance gaps, and opportunities for improvement through data analysis, customer insights, reporting, and customer feedback initiatives. The Customer Experience Specialist (Reporting) works closely with the Business Analyst and cross-functional teams to develop reports, dashboards, customer insights, and performance analyses that support customer satisfaction, retention, loyalty, operational efficiency, and business performance. This position plays a critical role in ensuring accurate reporting, meaningful analysis, and actionable recommendations that contribute to a customer-centric culture. Responsibilities • Conduct research and gather customer, operational, and sales-related data through surveys, focus groups, interviews, customer feedback platforms, and other available data sources. • Analyze customer data and generate reports that provide insights and recommendations to improve customer satisfaction, customer loyalty, retention, and overall customer experience. • Develop, maintain, and distribute recurring and ad hoc reports, dashboards, scorecards, and presentations related to customer experience and sales performance. • Work closely with cross-functional teams such as Marketing, Product Development, Customer Support, Operations, Sales, and Technical teams to ensure customer insights are incorporated into business strategies and improvement initiatives. • Support sales performance reporting by analyzing productivity trends, customer acquisition results, customer retention performance, and operational metrics. • Create and maintain customer profiles, segmentation models, customer insight repositories, and reporting databases to support targeted customer engagement initiatives. • Monitor and report on key customer experience metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), customer retention, loyalty, complaint trends, and customer journey performance. • Monitor customer reviews, customer feedback, social media trends, surveys, and complaint channels and provide recommendations for service improvement. • Conduct competitive research and benchmarking activities to identify industry trends, customer expectations, and best practices. • Support customer feedback programs, Voice of the Customer initiatives, customer surveys, focus groups, and mystery shopping activities. • Collaborate with customer support and operational teams to identify recurring customer pain points, service gaps, and opportunities for improvement. • Assist with sales forecasting activities, trend analysis, and performance reporting under the guidance of the Business Analyst. • Participate in budget-related analysis and reporting activities and assist with evaluating operational and customer experience initiatives. • Develop presentations and reporting materials for management and stakeholders to communicate findings, trends, insights, and recommendations. • Continuously track and analyze customer, operational, and sales performance data to identify emerging trends, risks, and opportunities. • Maintain reporting databases, customer insight repositories, and analytical records to ensure information remains accurate, current, and accessible. • Support testing activities, process improvement initiatives, and special projects as assigned. • Maintain confidentiality of customer, employee, and company information. • Perform all other related duties as assigned by management. Qualifications • Bachelor's Degree in Business Administration, Economics, Statistics, Psychology, Data Analytics, or a related field. • Minimum two (2) years of experience in reporting, customer experience, market research, business analysis, customer insights, data analysis, or a related field. • Strong analytical and problem-solving skills. • Excellent verbal, written, presentation, and interpersonal communication skills. • Proficiency in Microsoft Excel and reporting tools. • Experience with Power BI, Tableau, SPSS, CRM systems, survey platforms, or similar reporting and analytics tools preferred. • Ability to interpret data, identify trends, and provide meaningful recommendations. • Strong attention to detail and commitment to data accuracy. • Strong organizational and time management skills. • Ability to work independently and collaboratively in a fast-paced environment.