CUSTOMER CARE ADMINISTRATION & ANALYTICS SPECIALIST

ROLE SUMMARY

The CUSTOMER CARE ADMINISTRATION & ANALYTICS SPECIALIST is a key role in supporting the Customer Operations Department through data analysis, reporting, process monitoring, and administrative coordination. The successful candidate will be responsible for analyzing operational data, preparing reports and insights, monitoring customer-related processes, maintaining accurate records, and supporting continuous improvement initiatives across the department.

KEY RESPONSIBILITIES

• Collect, analyze, and maintain operational and customer service data from various sources
• Prepare regular reports, dashboards, summaries, and performance analyses for management
• Monitor customer requests, complaints, defect reports, and service cases through internal systems and identify trends or recurring issues
• Ensure timely and accurate documentation of all incoming cases and requests
• Track key operational metrics and provide data-driven insights to support decision-making
• Maintain and organize departmental databases and records, ensuring data quality and accuracy
• Support process improvement initiatives through data analysis and reporting
• Coordinate with internal teams, contractors, and relevant stakeholders to facilitate case resolution and operational efficiency
• Follow up on open cases and monitor resolution timelines
• Assist the Customer Care team with reporting, administrative, and operational tasks as needed

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree preferred, ideally in Business Administration, Economics, Management, or a related field
• Previous experience in reporting, administration, operations support, customer service analytics, or a similar analytical role
• Strong analytical skills with the ability to interpret data and identify trends
• Advanced proficiency in Microsoft Excel; experience with reporting tools and data analysis is considered an advantage
• Excellent attention to detail and ability to work with large volumes of data
• Strong organizational and time-management skills
• Experience working with CRM systems, case management platforms, or databases is considered an advantage
• Ability to work independently, prioritize tasks, and proactively solve problems
• Fluent Serbian and English language skills, both written and spoken

WHAT WE OFFER

• Opportunity to work in a dynamic and growing organization
• Collaborative and supportive team environment
• Professional development and learning opportunities
• Competitive compensation and benefits package