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Customer Experience Analyst

2 months ago

Cebu City, Central Visayas, Philippines Neksjob Full time
About This Role

Neksjob seeks a highly skilled Customer Service Analyst to join our team. As a key member of our customer service operations, you will play a crucial role in ensuring that our customer service operations are efficient, effective, and aligned with business goals.

Key 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.
  • 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.
  • May serve as SME and understand the overall agent processes.
  • May ensure changes to processes are communicated to the training team to be included in future training sessions.
  • May develop initiatives to address issues in the agent process impacting agent effectiveness and/or the overall customer experience.
  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.

Requirements:

  • Graduate or undergraduate degree
  • At least 2 years of BPO Sales Coach experience. Preferably with experience in managing a team of agents and skills in team, performance, SLA, and operations management.
  • Willing to work cyclical shift times and days
  • Highly motivated and able to work well with peers, stakeholders, and clients
  • Experience in project management and continuous improvement is a plus.