Senior Analyst

Company Description

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction.

Job Description

We are seeking a detail-oriented and organised Senior Analyst to join our team. In this role, you will be responsible for providing exceptional administrative assistance and support to our organisation. Your primary focus will be on LMS ticket support, liaising with clients to address issues, and effectively working towards solutions. You will also manage the inbox and ensure clear and transparent communication on progress.

As part of this role the Senior Analyst will:

• Manage and prioritise LMS (Learning Management System) ticket support, responding to inquiries and resolving issues promptly.
• Collaborate with clients to understand their concerns and challenges, maintaining a proactive and client-centric approach to problem-solving.
• Work closely with internal teams to address client issues and find effective solutions, ensuring a seamless experience for clients.
• Monitor and manage the inbox, promptly responding to emails and inquiries, and forwarding relevant information to appropriate team members.
• Maintain accurate and up-to-date records of client interactions, issue resolutions, and progress updates.
• Provide clear and timely communication to clients regarding the status of their inquiries and the progress of issue resolution.
• Assist in creating and updating documentation related to issue resolution processes, best practices, and FAQs.
• Support the team in administrative tasks such as data entry, reporting, and generating necessary documentation.
• Participate in team meetings and contribute insights for process improvement and client satisfaction enhancement.

Working pattern and location

• Up to £33,000
• 40 hours per week – hybrid working method
• Permanent
• Monday-Friday

Qualifications

Our ideal Senior Analyst possesses excellent communication skills, problem-solving abilities, and a customer-centric approach.

• Proven experience in an administrative or customer support role, preferably involving ticket support systems.
• Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
• Excellent problem-solving abilities and a proactive attitude towards identifying and addressing client issues.
• Detail-oriented and highly organised, with the ability to multitask and prioritise effectively.
• Proficiency in using office productivity software (e.g., Microsoft Office suite).
• Familiarity with Learning Management Systems (LMS) and basic technical troubleshooting is a plus.
• Customer-centric mindset and the ability to maintain professionalism and patience when dealing with client concerns.
• Strong interpersonal skills and the ability to work collaboratively in a team environment.
• High level of integrity and discretion when handling sensitive client information.

Additional Information

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSXI Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored and innovative solutions

The MSXI Vision

To enhance every journey in the world of mobility

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

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