Customer Care System Analyst

Overview

The Customer Care System Analyst will analyze the existing CRM/CCC systems of the Riyadh Public Transport project and assess their performance and recommend improvements in order to enhance our customer service platforms and tools. This role bridges the gap between customer support operations and technical teams, ensuring that systems are optimized to deliver seamless, efficient, and high-quality customer experiences. The individual shall also monitor the performance of the CCC operator to ensure the systems are utilized properly, including the communication interfaces with other stakeholders to monitor the efficiency of enquiries and complaints resolution and optimum reporting of such.

Role and Responsibilities

• Monitor CRM/CCC system performance and user feedback to identify issues and opportunities for improvement, automation or enhancement.
• Monitor the performance of the operator of the CRM & CCC systems.
• To track KPIs such as ticket resolution time, CSAT, and agent productivity.
• Collaborate with CCC/CRM operator, IT, product team and Owner/Client to gather requirements and implement system improvements.
• Define and support the improvements/upgrades of the customer care tools with CRM, ERP, and communication platforms as well as their potential further integration.
• Participate in system upgrades, testing, and rollout of new features or tools.
• Conduct user training and create documentation for system processes and best practices.
• Ensure data integrity, security, and compliance with relevant regulations (e.g., GDPR, HIPAA).
  
  

Qualifications And Education Requirements

• Bachelor’s degree in Information Systems, Business Administration, or a related field
  
  

Mandatory Experience

• 10 years’ experience in a customer service systems analyst or technical support role.
• Hands-on experience with customer care platforms (e.g., Zendesk, Salesforce, ServiceNow, …).
• Strong analytical and problem-solving skills; proficiency in Excel, SQL, or BI tools (e.g., Power BI, Tableau).
• Excellent communication and documentation skills.
• Ability to manage multiple priorities and work cross-functionally.
  
  

Preferred Skills

• Experience with workflow automation tools (e.g., Zapier, Workato).
• Familiarity with APIs and system integrations.
• Knowledge of ITIL or other service management frameworks.
• Understanding of customer experience metrics and service design principles.