Customer Success Analyst

Job Summary???? -A Customer Care Analyst analyzes a customer service department's operation and provides recommendations on ways to improve productivity and customer satisfaction levels.? Duties & Responsibilities???? -Develop and implement initiatives to improve customer services.? -Analyze customer issues to develop tools and processes to increase customer satisfaction.? -Answering all customer inquiries and addressing orders? -Giving information and assistance to solve customer concerns? -Ensuring proper and timely deployment of the assigned Field Service Engineer (FSE) to attend to the on-site client concern.? -Ensuring and confirming that cases are properly updated and documented regularly in the system? -Sending a summary of the troubleshooting report and picture of defective parts to our principal for claiming spare parts and defective consumables? -Providing quick assistance to the customers when an incident occurs and/or seeking assistance from the Field Service Engineer if needed? ?? Preferred Education, Skills & Experience? -Graduate of any Engineering Course / Business Administration?? -With at least 1 year of experience in customer service, case management & project management.? -Fresh graduates are welcome to apply.? -Proficient in Microsoft Office such as Word, Excel, Visio & MS Project.? -Customer-oriented; assertive; detail-oriented