Company Description:


Launched in 2000 as a small London based concierge service, we have experienced a complete transformation in a decade, and currently have offices in over 60 countries around the world. The service we provide to our discerning and high-net-worth Members, including corporate accounts, is proactive and personalised, catering to every Member's need, from last-minute restaurant bookings, travel arrangements, and access to private parties, as well as fulfilling every unusual request and successfully connecting businesses all over the world. 

Quintessentially can offer access to the inaccessible and can make the seemingly impossible, possible


In a bid to ensure only the very best service is delivered across the luxury market, we have also launched luxury Sister Businesses comprised of experts in every luxury division. This includes real estate, travel, luxury retail, wine, art, flowers, private aviation and many more.

Quintessentially is always on the look-out for driven, creative and talented individuals to join our dynamic and vibrant team. If you are considering your future and are looking for somewhere to make a real difference in an industry that offers great opportunities and professional growth please take a moment to have a look at our list of current vacancies worldwide.

Business Analyst

col-narrow-left   

Location:

Hong Kong, Hong Kong

Department / Function:

Others, Sales & Marketing

Job Industry:

Others
col-narrow-right   

Employment Type:

Full Time

Posted:

19.05.2017

Years of Experience:

1 - 3 years
col-wide   

Job Description:

Job Summary
  • The Business Analyst is responsible for providing support to the Servicing Leadership teams assisting in Workforce/Capacity planning.
  • Building & extracting reports out of Salesforce for Quintessentially to ensure SLA’s for each client are being achieved and if not recommendations for resolving.
  • In addition there is a lower level of business intelligence, data mining and statistics validating.
  • The Reporting function must cater for both internal & external Stakeholders.
Responsibilities
  • Working with the QHQ (UK) based Data & Insights team and local stakeholders to build reports based on Customer Usage in Salesforce, analyse the reports, and feedback findings to the Operations team for direction on account management.
  • Forecast service delivery centre workload with respect to the call/request/service demands based on the different needs from our private and corporate clients.  Work with Marketing/Account Management Team on customer communication schedule, such as SMS notification, newsletter and seasonal/ad hoc offers promotions
  • Support the production of daily, weekly and monthly MI Reporting, liaising with local Q offices and Corporate clients to ensure on-time, in-full delivery of contractually required reporting and sharing best practices.
  • Managing Report request mailbox, identifying trends in requests and then producing training and support material to educate internal Customer Service Teams in reporting functionality to allow them to produce simple ad-hoc reports themselves.
  • Ensure a high-quality of reports and that they are reliable, accurate and can be produced consistently, automating as much as possible.
  • Co-ordinate and manage data analysis requests of varying size and scope and using discretion with fulfilment.  Gathering data from varied systems feeding, collating and presentation in a single and meaningful format.
  • Analyse the data gathered to establish trends from which to inform improvements in Business Performance.
  • Proactively monitoring ‘up-time’ of Telephony & CRM systems. Alerting Operations / Customer Service to any outages that might impact Service delivery or Contractual reporting requirements.
  • Look for opportunities to enhance controls, improve efficiency, and reduce operational risk.

Job Requirements:

  • Excellent written & oral communication - fluent English and Mandarin required.
  • Strong experience with CRM/ERP platforms specifically Salesforce.com
  • Ability to gather requirements from non-technical users and create reports to satisfy these requirements.
  • Creative problem solving & top notch organizational skills with meticulous attention to detail.
  • Confident, with the ability to prioritize, delegate and meet deadlines working under pressure with effective conflict management and clear upward management.
  • 1 -3 years’ knowledge of company reporting, reporting , or data analysis
  • Extensive knowledge of MS programmes. Intermediate/Advanced level of Microsoft Excel.
  • An ideal candidate would have experience of using Salesforce CRM, either as an end-user, business analyst, or junior administrator. Experience with other CRM systems is also beneficial.
  • A basic understanding of relational databases and SQL.
  •  1 -3 years’ knowledge of company reporting, reporting , or data analysis
  • Extensive knowledge of MS programmes. Intermediate/Advanced level of Microsoft Excel.
  • An ideal candidate would have experience of using Salesforce CRM, either as an end-user, business analyst, or junior administrator. Experience with other CRM systems is also beneficial.
  • A basic understanding of relational databases and SQL.
Interested parties please click “Apply Now”