Our client is a growing business looking to hire a Customer Service Analyst, the role will be involved in tracking, displaying and analysing returns and warranties, customer feedback, analysing and reviewing KPI's, looking at market trends. The Customer Service Analyst is responsible for analysing and improving customer service operations and processes. This role involves collecting and analysing customer data, identifying trends, and providing actionable insights to enhance customer satisfaction and operational efficiency.
- Collect, analyse, and interpret customer service data to identify trends, patterns, and insights.
- Develop and maintain customer service metrics, KPIs, and dashboards.
- Perform root cause analysis on customer complaints and service failures
- Analyse customer feedback from various channels (surveys, customer satisfaction surveys, direct interactions) to identify common issues and areas for improvement.
- Develop strategies to address and resolve customer pain points.
- Work closely with internal teams to track order and deliveries through customer delivery trackers.
- Measure OTIF delivery SLA as per our contractual obligations.
- Work closely with the operations team to resolve any customer issues for order & deliveries. C
- Maintain CSM portal, spare parts catalogue, FAQ sheets, work guides.
- Level 1 support for customer log ins
- Level 1 support for ticket handling
- Level 1 support for solutions
- Monitor, report & analyse customer service tickets
- Utilise CSM software and other tools to manage and analyse customer interactions and data. R
- Provide regular reports tracking customer returns in line with the CSM tool.
- Monitor & report Warranty KPI as per our contractual obligations.
- Process spare parts quotes.
- Tracking customer spare parts through customer delivery.
- Maintaining spare parts catalogues.
A salary of £32,000-£35,000 plus benefits