Customer Service Analyst
cebu, Cebu
Posted today
- Company:
- Neksjob
- Company Description:
- WORKFORCE MANAGEMENT (VOICE) Location: Mandaluyong City Salary: ₱50,000 - ₱60,000 / Monthly JOB DESCRIPTION ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE •Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans. •Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. •Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance. •Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations. •Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends. •Required to follow the planned data collection, including the types of data and time of data. •Automate reports to reduce inefficiencies by designing macros. JOB QUALIFICATION •Open to College Undergraduates with relevant experience (BPO or Non-BPO) •At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required. •Good knowledge in MS Office (Word, Excel, PowerPoint) •No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect); No exam •Open to resources who are functioning as interim/ad on tasks workforce Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Neksjob is committed to providing veteran employment opportunities to our service men and women. Please read Neksjob Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
- Contract Type:
- Full Time
- Experience Required:
- 2 years
- Education Level:
- Senior High School
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
A Customer Service Analyst plays a crucial role in ensuring that customer service operations are efficient, effective, and aligned with business goals. This position is essential for analyzing customer service data, identifying trends, and providing actionable insights to improve the overall customer experience. Within the customer service team, a Customer Service Analyst serves as the bridge between raw data and strategic business decisions, enabling organizations to deliver superior service to their clients.
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.
• Performs 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.
• Serve as SME
• Understand the overall agent processes.
• Ensure changes to processes are communicated to the training team to be included in future training sessions.
• Develop initiatives to address issues in the agent process impacting agent effectiveness and/or the overall customer experience..
Job Qualifications
- Graduate or undergraduate
- Preferably has at least 2 years of BPO Sales Coach experience.
- Candidates have experience in managing a team of agents and can exhibit skills in team, performance, SLA, and operations management.
- Willing to work cyclical shift times and days.
- Highly motivated and can work well with peers, stakeholders, and clients.
- Experience in project management and continuous improvement is a plus but not required.