Customer Service Analyst Job Description

Customer Service Analyst Job Description

4.5
175 votes for Customer Service Analyst
Customer service analyst provides oracle HRMS subject matter expertise to assist the current functional team in supporting Parker Drilling’s Oracle E-Business Suite.

Customer Service Analyst Duties & Responsibilities

To write an effective customer service analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Subject matter expert for the policies, procedures, product, services, and strategy of the supported business unit and/or product lines
Create product and services training material for Customer Service distribution
Creation of Contact volume projections in partnership with merchandising and marketing team leaders for annual budgets, long-term plans interim forecasts and “what if” scenarios, focusing on the underlying business drivers, key operating metrics
Respond to escalated cases (healthcare, insurance and 401K) from internal sources such as Office of the Chairman, HR Business Partners, and AccessHR, other external call centers, responding to customers and performing root cause analysis as needed
Portfolio Management & responsible towards reducing the inflows in respective portfolio
Report on all metrics associated with daily operations
Formally respond to customer and/or agent contacts and inquiries via multiple channels such as phone, email, or online chat
Analyze/monitor customer issues for patterns/trends that will uncover order fulfillment/distribution weaknesses and facilitate process improvements
Deliver exceptional customer experience
Track and document support questions and answers

Customer Service Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Service Analyst

List any licenses or certifications required by the position: APICS, SCOR, CSCP, CPIM, ITIL, HDI, ID, FPI, CEBS, MCDST

Education for Customer Service Analyst

Typically a job would require a certain level of education.

Employers hiring for the customer service analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Education, Associates, Communication, Business/Administration, Engineering, Supply Chain Management, Networking, Management, MBA

Skills for Customer Service Analyst

Desired skills for customer service analyst include:

Networks
Food and beverage management procedures
PCs and troubleshooting installation issues
Products
Services
Cigna benefits
Current Oracle business flows
Current Oracle business flows and ensures that team resources act in the same way
Excel
DPI

Desired experience for customer service analyst includes:

Ability to mentor/educate their co-workers via written, oral, face-to-face or through online methods
Advanced skills in SAP, UOPS, Oracle, Socrates, Adobe Chat Rooms, and Microsoft Office
Familiar with Gmail and Google Docs
Must be flexible in work hours when needed
Must be able to sit or stand at a personal computer for a reasonable length of time typing and reading
Reliable attendance and punctuality is critical to successful performance in this role and must currently have a record of same

Customer Service Analyst Examples

1

Customer Service Analyst Job Description

Job Description Example
Our growing company is looking for a customer service analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service analyst
  • Investigating complaints and inquiries and providing resolutions in a timely and accurate manner
  • Performing follow up on all issues requiring investigation
  • Interacting with Provider Relations and Utilization Management daily to make appropriate determinations
  • Preparing appropriate documentation in the call tracking system on incoming telephone calls
  • Handling 45 to 60 or more calls a day
  • Provide statistical information to the management team to support reporting on team performance
  • Ensure that cases are resolved and closed to customer satisfaction
  • Mentor, train and assist Service Desk Analysts in DCC Service Desk working procedures
  • Be an expert in DCC Work Instructions and processes to ensure consistent delivery of service standards
  • Provide feedback to DCC when new processes are being designed and introduced
Qualifications for customer service analyst
  • Able to solve practical problems-Able to interpret a variety of instructions furnished in oral, written or schedule form
  • Bachelor’s Degree, with a business, technology or a quantitative focus
  • Experience in the utilization and configuration of enterprise software
  • Ability to act with urgency to meet deadlines
  • Strong research abilities and a desire to resolve issues
  • Clear, fluent, effective English and Chinese speaker
2

Customer Service Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer service analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service analyst
  • Provide support on project work and maintenance
  • Respond to incoming calls from members, providers and clients and provide accurate, timely and consistent plan information ensure resolution when needed
  • Perform follow up on all issues requiring investigation
  • Interact with Provider Relations and Utilization Management daily to make appropriate determinations
  • Prepare appropriate documentation in the call tracking system on incoming telephone calls
  • Respond to incoming calls from members, providers and clients and provide accurate, timely and consistent plan information
  • Preparing analysis to evaluate business initiatives
  • Produce post mortem analysis on previously completed initiatives
  • Routine reporting
  • Goals setting
Qualifications for customer service analyst
  • Able to handle projects as assigned
  • Able to work under pressure, deal with difficult customers, take ownership and responsibility for issues
  • RS146 in Securities highly regarded but not mandatory
  • Years of phone support for proprietary software application(s)
  • Associates degree or bachelor’s degree equivalent required
  • Minimum of one (1) year of experience in quality assurance
3

Customer Service Analyst Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of customer service analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service analyst
  • Provides oversight, maintains and manages the key metrics
  • Manages and assists in the budgeting process for Customer Service and Call Centers
  • Provides project management support for cross functional business initiatives
  • Financial processing of invoices, accurals, flash forecasting, and supply ordering
  • Handling of appeasement codes
  • Manage system log-ins
  • Periodic off-hours weekend on-call support of technology, vendor contacts, issue resolution
  • Manage complex projects aligned with business and project team needs
  • Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
  • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps
Qualifications for customer service analyst
  • Developing and maintaining Root Cause Analysis and creating custom reports to fulfill customer requests
  • BS/BA degree and three (3) years of Help Desk/Customer Service/Information Center experience
  • Understanding of financial markets beneficial
  • Advanced Mathematics qualifications beneficial
  • 3 years of related experience in financial, workforce management or business analysis
  • Self motivated individual with a drive for results
4

Customer Service Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer service analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service analyst
  • Tracking and analyzing data on tests that CS runs
  • Analyze customer behavior post CS contact
  • Work with survey data to help improve the customer experience
  • Leads allocation efforts in region (coordinated with PMT/Marketing) when we are unable to meet min customer demand due to capacity or material constraints
  • Translate business information requirements into tools and reports, in accordance with the business & regulatory standards
  • Analyze business processes & performance, identify issues and design, implement and maintain improvements wrt reporting and analysis tools that support the CS organization and make sure that the problems are solved within the requirements of the business & users
  • Counsel senior management and obtain buy-in for initiatives
  • Support projects/programs in IGT CS, within the program budget, in order to guarantee an effective development and implementation of tools & reporting
  • Advise and support CS Management team and IB Information Manager with reports and analysis that underpin & support management decisions & setting priorities
  • Support stakeholders performing deep dives, including support to Black/Green Belts and answer ad hoc questions from service/development departments
Qualifications for customer service analyst
  • Minimum two years’ experience installing/configuring/supporting Opera PMS software
  • Minimum two years management experience working with a property management system
  • Reviewing, analyzing, and acting upon data entered in Remedy to determine trends and metrics for client delivery
  • Adhering to NGC corporate policies, initiatives, and directives adhering to all guiding principles specified by the customer
  • Exposure to Six Sigma methodology preferred
  • Bachelors degree in Statistics, Accounting, Finance or Business disciplines
5

Customer Service Analyst Job Description

Job Description Example
Our company is hiring for a customer service analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service analyst
  • Be the first point of contact for RB Nordic customers
  • Communicating effectively with internal team members
  • Build effective relationships with the our BPO, Accenture on relevant reporting and performance management areas
  • Participate in international/regional task forces/projects for South Africa
  • Facilitate cross-functional co-operation with Order Fulfilment/Logistics Operations/Finance Departments in terms of Order to Cash (OTC) issues resolution
  • Facilitate and build Standard Operating Procedures (SOPs) in the area of Accounts Receivable
  • Coordinate activities and manage escalations assigned to our BPO, Accenture
  • Facilitate requests from auditors
  • Coordinating the credit control management processes for the assigned area
  • Being responsible for timely and accurate preparation, checking and signing of general ledger reconciliations
Qualifications for customer service analyst
  • Passion regarding the Customer Experience (Internal and External customers)
  • Ability to recognize trends in issues which are being escalated
  • Ability to work independently and prioritize tasks contribute to the overall customer service team
  • Experience with statistical software packages (R, SAS, SPSS)
  • Data visualization preferred
  • Database design and management experience preferred

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates