Customer Service Analysts evaluate the operations of a customer service department with the ultimate aim of increasing operational efficiency. They cooperate with subject matter experts (SMEs), IT, HR, finance and other departments to ensure the systems are enhancing the quality of customer service.
Customer Service Analysts generate reports that measure performance against the organisation’s predetermined goals.
The Customer Service Analyst must deliver a report that management and customer service staff can understand, in regards to language and concepts. Not only must the evaluation of current methodologies be thorough and articulate, but the Customer Service Analyst must also make recommendations. They will rely upon their expert knowledge of process improvement technologies to provide solutions.
Additionally, the Customer Service Analyst maintains the operational policies and procedures of the customer service department and ensures that manuals and records are kept up-to-date.
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