Job Description
A Customer Service Analyst plays a crucial role in ensuring that customer service operations are efficient, effective, and aligned with business goals. This position is essential for analyzing customer service data, identifying trends, and providing actionable insights to improve the overall customer experience. Within the customer service team, a Customer Service Analyst serves as the bridge between raw data and strategic business decisions, enabling organizations to deliver superior service to their clients.
Responsibilities:
• Receives and logs internal and/or external customer problems/requests/issues and ensures proper documentation.
• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings.
• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.
• May perform follow up on incidents with customers to ensure customer satisfaction.
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction..
• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues.
• Serve as SME
• Understand the overall agent processes.
• Ensure changes to processes are communicated to the training team to be included in future training sessions.
• Develop initiatives to address issues in the agent process impacting agent effectiveness and/or the overall customer experience..
Job Qualifications
- Graduate or undergraduate
- Preferably has at least 2 years of BPO Sales Coach experience.
- Candidates have experience in managing a team of agents and can exhibit skills in team, performance, SLA, and operations management.
- Willing to work cyclical shift times and days.
- Highly motivated and can work well with peers, stakeholders, and clients.
- Experience in project management and continuous improvement is a plus but not required.