Data Analyst (6 months' contract) (Re: EL)

ShopperTrak is a trusted advisor to retailers and shopping centres in Europe, Asia and the USA. We work with internationally renowned brands. Through our unique retail technology and analysis solutions, we can identify key in-store and online profit opportunities in areas such as customer conversions, queue management, sales, marketing and merchandising. Our insights support retail benchmarking between stores and sites. We also pioneered and manage the now globally-recognised ShopperTrak Index, a set of national trend indexes measuring shopper numbers, which is relied upon by retailers and shopping centres across the globe as a consistent and trusted performance benchmark. 

What you will do

You will be part of the Hong Kong ShopperTrak Client Services team. Your role is to ensure the operation is customer focused and fulfils and exceeds all its obligations with optimum efficiency and economy.

How you will do it

• Ensure all client queries, questions and requests are handled in a professional and timely manner, to include correspondence via Remedy, telephone and emails
• Deliver prompt responses/updates/solutions within agreed SLA to both internal and external customers
• Update and maintain all client details in Remedy
• Responsible for all client support operational BAU tasks including but not limited to; management of report runs & data feeds, index update & distribution, service pack reports, new site and cancelled contract tasks, calendar, hierarchy & general report changes, Remedy queue management
• Provide client training on ShopperTrak reporting products including Site Analytics, FFI etc. training to include remote over the telephone and face to face onsite
• Chair monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensure operational compliance and terms & conditions of contract are met
• Manage and measure service levels, client satisfaction and other key performance criteria
• Ensure trends in client needs are responded to and fed into the appropriate product development process
• Proactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and cross sell enhanced products and services
• Escalate issues where necessary to Global Client Services Manager to ensure high client satisfaction is maintained at all time
• Effectively represent the interests of ShopperTrak with both clients and suppliers

What we look for

Required:

• Form 5 / DSE or above
• Minimum 1 year experience in client support role
• Excellent presentation skills with good spoken & written English and Chinese

Preferred:

• Excellent written and verbal communication skills
• Attention to details
• Good analytical and administrative skills

Interest parties please send your application letter & CV including current and expected salary, date of availability to [email protected].

Only the shortlisted candidates will be notified. Data collected would be used for recruitment purposes only.