Customer Service Analyst

3 weeks ago

Bulacan, Philippines Celeste Full time

Overview

The Customer Service Analyst is responsible for evaluating customer service operations, analyzing performance data, and providing actionable insights to improve the overall customer experience. This role ensures that customer interactions are monitored, measured, and optimized in alignment with organizational goals.

Location

Location: 100% Remote (Philippines-based)

Schedule

Schedule: 40 hours per week, US Time Zone (CST) hours

Role Type

Role Type: Independent Contractor

Approximate Rate

Approximate Rate: ₱650/hour (based on experience)

The company

We’re partnering with an established company that provides specialized packaging and service solutions to support critical industries. Their products are relied upon globally to protect sensitive materials under challenging conditions.

What you’ll do
  • Monitor and analyze customer service activities, including call center metrics, customer feedback, and service trends.
  • Track and report on KPIs such as first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend process improvements.
  • Partner with customer service, operations, and product teams to implement enhancements.
  • Build and maintain dashboards, reports, and presentations for management review.
  • Provide insights to support training programs and knowledge base development.
  • Ensure data accuracy and compliance with company policies and industry standards.
  • Jump in to support the customer service and sales teams as needed.
Tools You’ll Use
  • Microsoft Office (Excel, Outlook, Word)
  • Salesforce
  • Business intelligence tools (Power BI preferred)
About you

Legally eligible to work in PH as an Independent Contractor

Strong fluency in written and verbal English

You must have your own laptop / computer and secure, high speed, secure internet access

2+ years of experience in customer service analysis, business analytics, or related roles

Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce , and BI Tools (Power BI preferred)

Skilled in documentation, research, and resolution of issues

Able to prioritize and manage multiple tasks independently while maintaining accuracy

Discreet and professional in handling sensitive information

Strong interpersonal and negotiation skills; able to work diplomatically across teams

Collaborative, helpful, and customer-focused with a proactive approach

Bonus for
  • Salesforce expertise
  • Industry knowledge: consumer goods, food & beverage, hospitality
  • Experience in manufacturing or service-driven environment
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