My well known client based in Hook is looking for a Customer Service Analyst. 

This is B2B,  however this role is more of an analyst where you will be involved in tracking, displaying and analysing returns and warranties, customer feedback etc, analysing and reviewing KPI’s, looking at market trends. 

Key Responsibilities.
 
Data Analysis:

Collect, analyse, and interpret customer service data to identify trends, patterns, and insights.

Develop and maintain customer service metrics, KPIs, and dashboards.

Perform root cause analysis on customer complaints and service failures.


Customer Feedback Management:

Analyse customer feedback from various channels (surveys, customer satisfaction surveys, direct interactions) to identify common issues and areas for improvement.

Develop strategies to address and resolve customer pain points.
Orders & deliveries

Work closely with internal teams to track order and deliveries through customer delivery trackers.

Measure OTIF delivery SLA as per our contractual obligations.

Work closely with the operations team to resolve any customer issues for order & deliveries.

Customer service management platform

Maintain CSM portal, spare parts catalogue, FAQ sheets, work guides.

Level 1 support for customer log ins

Level 1 support for ticket handling

Level 1 support for solutions

Monitor, report & analyse customer service tickets

Utilise CSM software and other tools to manage and analyse customer interactions and data.
Returns & Warranty Management

Provide regular reports tracking customer returns in line with the CSM tool.

Monitor & report Warranty KPI as per our contractual obligations.
Spare parts

Process spare parts quotes.

Tracking customer spare parts through customer delivery.

Maintaining spare parts catalogues.

Information Security
 
Comply to information security requirements of the project, product and organisation.

Ensure the confidentiality, integrity and availability of all information assets that are in your purview
 
EXPERIENCE AND QUALIFICATIONS

Proven experience as an Analyst, preferably in a customer-focused role.

Strong analytical and problem-solving skills.

Experience with service now CSM and Freshdesk.

Proficiency in data analysis tools such as Excel, query & Power BI.

Experience with data visualisation tools like Power BI, or similar.

Excellent communication and presentation skills.

Ability to work independently as well as part of a team.