Customer Experience Specialist
2 days ago
The Customer Service Analyst role involves evaluating customer service operations, analyzing performance data, and providing actionable insights to enhance the overall customer experience.
Key Responsibilities:- 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 teams to implement enhancements.
- Build and maintain dashboards, reports, and presentations for review.
- Provide insights to support training programs and knowledge base development.
- Ensure data accuracy and compliance with industry standards.
Candidates should have strong analytical skills, excellent communication abilities, and a customer-focused approach. Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and Business Intelligence tools is essential.
Requirements:- Strong fluency in written and verbal English
- 2+ years of experience in customer service analysis, business analytics, or related roles
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