Customer service analysts provide assistance to customers to help them overcome issues related to products or services provided by the company. There are occasional sales duties in this position which have the opportunity to earn commission, and these analysts often work with technical inquiries and help customers to overcome these difficulties.
Customer service analysts often guide customers through self-help methods with the aid of resources and documentation. When protocol has been followed and the issue cannot be resolved, the analyst may need to find a solution, such as referring the customer to a repair technician or instructing the customer to return the item. They may also monitor, document, and follow-up on these processes to ensure that customers are satisfied. Patience is important in this position, as customers sometimes frustrated with the problems they are facing, and it may be necessary to communicate with customers by phone, chat, or e-mail, and sometimes a combination of these.
Customer service analysts must be familiar with the products the company offers and the systems of these products, and educational requirements can vary depending on the industry and employer. Some jobs require only a high school diploma, while others require a degree in something such as information technology (IT) or computer science. The hours of the job can also vary, and some analysts are required to work weekend and night hours in order to accommodate customers.
Customer Service Analyst Tasks
Troubleshoot customer problems, explain safety procedures, and recommend maintenance.
Analyze customer service data to identify trends and potential opportunities.
Enter and document orders, complaints, and customer interactions.