Customer Analyst

Position Summary:

Gathers and interprets data on customer satisfaction by pulling data from various feedback sources, conducting surveys to collect client feedback, analyzing data, and creating reports for management, following customer service guidelines and standards.

Duties and Responsibilities:

• Develop and implement tools and resources to analyze customer feedback and improve customer experiences
• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers
• Evaluate and prioritize customer inquiries to better serve the customers
• Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
• Maintain history records and related problem documentations for future reference and historical reporting
• Maintain relationships with other internal departments as well as client base to improve business performance
• Conduct training to customers and internal staffs on company products and services
• Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed
• Address customers in a professional and respectful manner
• Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary
• Maintain the internal and external customer databases
• Analyze customer issues so as to develop tools and processes to increase customer satisfaction
• Maintain up-to-date knowledge on customer business areas
• Maintain broad knowledge about company’s products and services

Skills, Experience, and Qualifications:

• Bachelor's degree in finance, sales, statistics, economics, or a related field
• 3-5 years of experience
• Excellent communication, detail, and organizational skills
• Experience with databases, statistics, and spreadsheets
• Exceptional computer skills; including office suite of products
• Strong analytical, time management, and problem-solving skills

Physical Environment:

Normal office environment.

The above list of job duties is not exclusive or exhaustive and the incumbent will be required to undertake such tasks as may reasonably be expected within the scope and classification of the position. Job descriptions should be regularly reviewed to ensure they are an accurate representation of the position.