Customer Experience Analyst

Position: Customer Experience Analyst Role
Drive customer satisfaction at Direct Energy as a Customer Experience Analyst. Resolve escalated inquiries while developing process improvements, with the role located in Calgary.

As a Customer Experience Analyst, you will handle complex customer inquiries that escalate to the Office of the President or regulatory bodies. The role involves using your exceptional communication skills to educate and assist customers. You'll also identify new issues and work closely with internal teams to implement effective solutions and improve service quality.

Key Responsibilities:

• Address complex customer inquiries from various channels

• Develop responses for regulatory bodies and high-level stakeholders

• Review and coach for quality service in customer interactions

• Identify root causes and recommend system improvements

• Manage customer engagements on Direct Energy social media

Requirements:

• Minimum 2 years experience in customer service

• Bachelor’s degree or diploma in business or communications

• Proficient in analyzing and resolving complex accounts

• Collaborative team player with a focus on problem resolution

• Experience in social media management is a plus

Contribute to improving customer experiences at Direct Energy through effective resolution and feedback management.
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