Salesforce Einstein Data Analyst

Main duties and responsibilities

• Analyse customer inquiries and interactions to identify patterns, trends, and insights
• Use tools such as Excel, Salesforce Einstein reporting, and Salesforce CRM analytics to process and interpret data
• Build prediction models/call to action in Salesforce CRMA
• Monitor and report on Customer Service KPIs, including response times, quality standards, and resolution rates
• Collaborate with the Customer Service Team, internal departments, and project teams to gather and share insights
• Conduct in-depth research to identify reasons for customer inquiries and make recommendations for process improvements
• Participate in cross-functional projects, ensuring data-driven decision-making
• Assess the status and potential future impact of projects, providing insights and recommendations
• Prepare reports and presentations to communicate findings to management
• Prepare presentation for EXCOM members

Reporting and collaboration

• Report to the Head of Customer Service
• Collaborate with the Customer Service Team, internal departments, and project teams

Key competencies

• Proficiency in Excel, Salesforce reporting, and CRM analytics tools is a must
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills, including professional-level English proficiency
• Ability to work effectively in a team and cross-functional environment
• Strong attention to detail and the ability to work with large datasets

Education and qualifications

• ·Bachelor's degree.