Customer Care Project Administrator Placement

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Customer Care Project Administrator Placement

As a project administrator, you will successfully support customer care projects by working with team members to meet goals by an assigned deadline. You will keep up to date on all aspects of a project, assign duties, and assist others so even complicated tasks come to completion in an orderly and timely manner. Using your expertise, you will be able to solve unexpected problems and communicate clearly with upper management. You will be involved in making customer care systems better, through data-driven analysis and support the review and distribution of customer care knowledge base content.

Principle functions

• Ensure effective and efficient coordination of project documentation, meetings and reports
• Reports and analysis creation
• Supporting the review and distribution of customer care knowledge base content

Responsibilities

1. Operations

• Maintain a working knowledge of current customer care platforms and support release of new ones
• Support the maintenance of an optimized self-service website & IVR

2. Project Management

• Support project office for customer care; e.g. project plans, project scopes, project updates
• Coordinate project update meetings and note appropriate updates

3. Continuous Improvement

• Identify projects to drive improvement through:
• Capture stakeholder requirements and feedback
• Data-driven analysis of customer communications and survey feedback

4. Self-Service Management

• Review the effectiveness of self-service channels through reports analysis
• Identify opportunities for customer self-service journey improvement
• Support the creation and distribution of:
• SOPs (Processes and policies), Knowledge base articles, FAQ content

5. Insight & Analysis

• Structure contact centre KPI data into meaningful, actionable insight e.g.;
• Customer communication drivers and root causes
• Customer sentiment analysis (customer emotion)
• Early warning analysis for new product releases
• Trend and impact analysis, including seasonal spikes and product defect contingency plans

6. Ad hoc

• Any other ad hoc activities that the business would reasonably expect you to undertake

Qualification / Professional experience

• Excellent communication skills, written and spoken
• Ability to adapt and multitask
• Organised and able to prioritise work
• Confident and capable of handling issues as and when they arise
• A strong understanding of Microsoft Office - in particular Excel
• Able to work independently and in a team-oriented, collaborative environment
• Knowledge of project management methodology an advantage
• Highly results driven, with the energy and determination to succeed in a very fast paced environment where the business is going through a period of transformation

Additional information:

• Travel abroad may be required with prior notice

About Panasonic

Panasonic is a multinational, fast-moving electronics company with thousands of employees worldwide. Our main focus is improving the everyday lives of customers through our products. Founded 100 years ago in 1918, we are always moving forward to reflect society’s demands, so therefore need forward thinking individuals that will bring personality and positivity to the roles advertised. With many different departments within the company, Panasonic can offer you a variety of new opportunities to learn a diverse range of knowledge and skills.

How to apply

Please send your CV with a Covering letter to:

HR Business Partner & Recruiter Sara King, Panasonic UK, Maxis 2, Western Road, Bracknell, Berkshire, RG12 1RT

Tel: 01344 853078.

Or alternatively email them to: industrial.placement@panasonic.co.uk

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