Customer Service Analyst Duties and Responsibilities

A customer service analyst analyzes the operations of a customer service department and offers advice on ways to improve productivity and customer satisfaction levels. Using various data, such as customer satisfaction reports, surveys, and complaint logs, customer service analysts can develop strategies and techniques to improve the effectiveness of the service department. They can also work directly with customers to help solve problems and resolve customer dissatisfaction.

Customer service analysts are part of a customer service department and work under the supervision of the customer service manager. The Bureau of Labor Statistics reports an expected job growth rate of 10% faster than the average through 2024 for customer service representatives. This will result in 252,900 new jobs during this period.

Customer Service Analyst Duties and Responsibilities

The specific duties of a customer service analyst vary depending on the type of organization they work for. However, there are some common basic tasks that most customer service analysts will perform. A review of the current worklists identified the following key tasks and responsibilities.

Conduct research and analysis

Customer service analysts are responsible for collecting data and conducting research. They use customer service data, observations and trends, and market reports to get a clear picture of the department's operations and ways to improve it. Some analysts focus on the customer service experience, while others are hired to improve a company's profit margins and sales. Customer service analysts need to know how to conduct research and analyze results. They should also be able to translate their findings into reports or presentations that are easy for management to understand.

Develop strategies

After conducting the research and analysis, customer service analysts are tasked with providing the department with sales or process improvement strategies. They will often work closely with subject matter experts, marketing or management teams to develop and implement plans.

Train employees

Customer service analysts will often find themselves responsible for training employees on new processes and strategies to assist with sales or process improvement initiatives. They can train customer service representatives on ways to improve customer satisfaction or train sales teams on ways to increase profits. They can also train managers and supervisors on how to best manage customer dissatisfaction and methods for solving problems.

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