Customer Service Analyst

Job Description

• Overall Purpose:
  
  The SME is the go-to person for process concerns, issues and inquiries. He is also focus on performing voice works and ensure that he is always updated. Communicate process updates to team members.
  
  Responsibilities:
  
  • Receives and logs internal and/or external customer problem/request/issue 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 knowledge of customer and customer specific business environment.
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.
  • Shares information required for the team to be successful.
  • 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.
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.
  • May promote client products and services by suggesting additional or alternative products to meet customer’s needs.
  • May perform follow up on incidents with customer to ensure customer satisfaction.
  • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources.
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
  • May complete and resolve non-call customer contact requests received by mail, web, or email.
  • May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues.
  • May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material.
  • Serve as SME
  • Understand the overall agent processes.
  • Initiate Agent Communication changes to improve agent processes and the overall customer experience.
  • Initiate process flow and any related tool changes to improve agent process and the overall customer experience.
  • Ensure changes to processes are communicated to 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.
  
  Other Responsibilities:
  • Special Projects assigned by Manager/TL
  • Participate in brainstorming sessions to improve customer satisfaction, agent processes and agent effectiveness.