Description of job position
- Analyzing customer feedback, support tickets, and service metrics to identify trends and areas for improvement.
- Collaboration with cross-functional teams to develop strategies to enhance customer service processes.
- Monitoring customer service performance using key performance indicators (KPIs) and provide actionable insights to improve efficiency.
- Conducting root cause analysis on recurring customer issues and recommend solutions to reduce problem recurrence.
- Creation and maintaining reports on customer service metrics, performance, and satisfaction levels.
- Assistation in the development of training materials and programs to improve team performance and customer interactions.
- Providing support for escalated customer inquiries, ensuring timely resolution and excellent service.
- Evaluation customer service tools, systems, and processes, recommending improvements or upgrades where necessary.
- Preparation regular performance reviews and present findings to management and stakeholders.
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Position Customer service analyst - Customer Support in the labour market
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