Customer Service Data Analyst

Take your career to the next level by joining a leading eCommerce company that's redefining the industry for a greener and happier planet. With an extensive array of stores across diverse niches and countries, we offer limitless opportunities where ambition fuels success.

Discover your path to eCommerce freedom with us!

The Company in a Nutshell

GTEcom BV (https://gtecombv.com/) was established in 2018 and headquartered in The Netherlands. Our mission is to continue scaling our operations and opening & sustaining more successful global brands to achieve our target of $500M revenue and more than 50 stores worldwide by 2027. Our diverse team of 70 and growing remote e-commerce experts in their own niches from different parts of the world is helping us transform our vision of growing the company to a reality.

We are committed to cultivating a culture of hard work, freedom and responsibility, constant improvement, and positivity in our team.

The Upsides of Working with Us

• Thrive in a results-driven environment with the autonomy to shape your own approach
• Achieve a great work-life balance with remote work and flexible schedule
• Enjoy a competitive salary that reflects your skills and contributions
• Collaborate with a dynamic remote team
• Be a key player in our rapidly growing company

We’re on the lookout for a Customer Service Data Analyst to join our expanding team and drive our company’s growth!

The Challenge

As our company continues to grow, we are in need of a Customer Service Data Analyst to analyze customer service performance metrics, identify trends, and provide actionable recommendations to enhance efficiency and customer satisfaction. We need an addition to our team who will also build an automated reporting system, collaborating with the Customer Service, Operations, and Technology teams to drive improvements in workflows and response times.

Day in the Life of a Customer Service Data Analyst at GT Ecom

• Analyze customer service data to identify trends and improvement areas.
• Develop and maintain dashboards tracking KPIs (CSAT, NPS, FCR, etc.) via Looker Studio and Power BI.
• Provide insights to improve service efficiency and quality.
• Identify gaps in support processes and suggest data-driven solutions.
• Support automation and AI-driven tools for customer interactions.
• Present findings and recommendations to stakeholders.

Success Drivers in the first 90 days for this Role

• Develop a deep understanding of GT Ecom’s customer service processes and KPIs.
• Build and refine dashboards to track key customer service metrics.
• Identify at least three improvement opportunities based on data analysis.
• Present an initial report on customer service trends and insights.
• Collaborate with key stakeholders to implement at least one process enhancement.
• Gain proficiency with internal tools, CRM systems, and reporting platforms

Please take note this may change from time to time.

Your Team When You Join Us

As a Customer Service Data Analyst, you will be a key member of our Customer Service Team, partnering with Operations and Technology to analyze performance and improve customer satisfaction. You’ll be part of a dedicated Customer Service team, reporting directly to our Customer Experience Director. Together, you’ll ensure customer service processes are efficient and data-driven, helping the team deliver top-notch support. Get ready to collaborate with a team that's dedicated to delivering exceptional support and continuously improving through data-driven insights!

We would love to hear from you if…

• You have at least 2+ years of experience in data analysis (eCommerce or customer service preferred)
• You have worked in the similar role before
• You are proficient in data visualization tools like Looker Studio, Power BI and Excel.
• You have previous experience with CRM platforms (e.g., Gorgias).
• Strong analytical and problem-solving skills.

If you are excited about the opportunity and feel like you are a good fit, we encourage you to apply today and talk to one of our recruiters. We look forward to seeing how your skills and experiences align with our vision. If unsure, we still welcome your application and would be happy to discuss other potential roles that may be a good fit for you.

Overview of Our Interview Process

Application Submission- We’ll start by reviewing your application.

1. Invitation to Test Gorilla Assessment - If you pass the resume screening, you will be invited to take a 19 - minute written examination to help us assess your fitness to the role and our team. Please note that passing this stage is crucial to move forward to the hiring process.
2. HR interview - Our Recruiter will reach out to you to discuss your skills, experience and qualifications related to the role.
3. 2nd Interview - Meet with our Customer Service Operations Manager
   
4.  Final Interview - Meet with our Customer Experience Director
5. Offer Discussion - If all goes well, we'll discuss the offer and invite you to our pre-onboarding process.
6. Pre-Onboarding Process
   1. Background Check: Verification of your identification and declared address.
   2. Reference Check: We’ll contact your three references for their feedback.
7. Onboarding: Once all checks are completed, we’ll initiate the onboarding process.

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