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Business Analyst-Customer Relations

Saint-Laurent, Quebec Customer Relations Full Time

Job description


-Bilingualism (French and English) -Experience in customer service preferably in a Contact Centre environment -Knowledge of IKEA products and policies -Proactive and courteous customer approach -Verbal and written communication skills -Willingness to share your knowledge and learning -Ability to manage various tasks and organization skills -Ability to ensure follow-up with the Business managers -Flexible and autonomous -Ability to negotiate -Strong Problem-solving skills -Computer skills and knowledge of Microsoft suite of products -Advanced Excel or Qlikview BI Dashboard skills preferred -Knowledge of IBM COGNOS reporting systems an asset -Strong analytical, statistical and numeracy skills -Expert in collecting and analyzing data and designing reports in a structured and user-friendly way


-Understand the unit action plan and actively contribute to achieving the goals -Be an active partner in supporting root cause solutions that will provide tangible benefits for customer and co-worker satisfaction -Maintain and develop reports to be used in the unit -Identify cause and effect of customer satisfaction and dissatisfaction and present actions to improve the customer experience -Provide valuable reports for all contact methods on different levels enabling the unit management team to easily follow up -Monitor trends of the customer behavior that may affect the Customer Support Centre operations and provide suggestions on how to react upon them -Work on special project assignments


Reporting to the Customer Knowledge and Insights Manager, you contribute to a seamless customer journey for all non-face-to-face contacts by collecting, analyzing and sharing customer knowledge and insights. Be an active contributor to optimizing the business by providing fact-based material and performing analysis for optimization, utilization and improvements of the business and the customer experience. You will acquire an understanding of our customers’ behaviours and motivations and share this with my colleagues to enable us to drive the business to meet our customers’ needs. You will monitor and develop the indicators that we use to understand the service that we provide our customers, from the reason for contacts and through to the fulfilment of their order, and identify improvements to secure re-visitation and improve the customer’s experience. You will develop tools and processes to collect and respond to feedback from our customers about their Multichannel journey and use the information to inform strategic partners in order to react proactively to problems which may adversely affect the customers’ experience, Customer Support Centre and business performance.



Available to work on evenings and weekends occasionally