1. Data Analysis & Reporting

• Analyze Customer Service Metrics: Track, analyze, and report on key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), resolution time, Net Promoter Score (NPS), and customer retention rates.
• Generate Reports: Produce regular and ad-hoc reports to monitor team and individual performance, identifying areas for improvement.
• Trend Analysis: Identify patterns in customer inquiries, complaints, and feedback to recommend improvements or anticipate potential issues.

2. Customer Experience Improvement

• Analyze Customer Feedback: Gather and assess feedback from various channels (e.g., surveys, social media, customer complaints) to understand customer pain points and expectations.
• Recommend Improvements: Collaborate with the customer service team to develop strategies that improve response times, resolution rates, and overall customer satisfaction.
• Implement Action Plans: Work with customer service teams and management to implement solutions and monitor their effectiveness.

3. Process Optimization

• Review Service Processes: Identify bottlenecks or inefficiencies in current customer service processes and suggest improvements to optimize workflow.
• Implement Best Practices: Assist in the development and implementation of customer service best practices, ensuring that these practices are standardized and followed across the team.
• Develop Efficient Solutions: Help create streamlined processes to resolve customer issues quickly and effectively, ensuring high-quality service is delivered consistently.

4. Quality Assurance

• Monitor Service Quality: Regularly evaluate customer service interactions (phone, email, chat, etc.) to ensure compliance with company standards.
• Provide Feedback: Offer constructive feedback and coaching to customer service representatives to improve performance.
• Conduct Audits: Perform audits of customer interactions to identify compliance issues, training needs, and areas for quality improvements.

5. Customer Feedback Management

• Collect and Analyze Feedback: Organize and analyze feedback from customers through surveys, social media, support tickets, or direct communication.
• Escalate Issues: Identify recurring issues that require cross-departmental solutions, escalating concerns to the relevant teams (e.g., product, marketing).
• Track Customer Satisfaction: Monitor customer satisfaction levels and identify areas to proactively address potential dissatisfaction.

6. Collaboration and Cross-Functional Communication

• Work with Cross-Functional Teams: Collaborate with other teams, such as sales, marketing, and product management, to provide a holistic approach to customer service.
• Provide Insights to Management: Share data insights with customer service managers and other departments to inform decision-making and strategy development.
• Liaison Role: Serve as a liaison between customer service representatives and other teams to resolve escalated issues and improve communication.

7. Training and Development Support

• Create Training Resources: Assist in the creation of training materials based on performance data and customer service trends.
• Identify Training Needs: Use data to pinpoint areas where customer service staff may need additional training or resources.
• Conduct Training Sessions: Facilitate ongoing training and workshops to keep the customer service team up-to-date on tools, processes, and customer service best practices.

• Bachelor’s Degree in Business Administration, Communications, Statistics, or a related field.
• Experience: At least 2-3 years of experience in customer service, business analysis, or a similar role. Experience with data analysis, reporting, or process improvement is a plus.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) and customer service software.
• Proficiency with Microsoft Excel and data visualization tools (e.g., Tableau, Power BI, Google Data Studio).
• Understanding of customer service metrics and service level agreements (SLAs).