Key Responsibilities
- Provide inbound and outbound customer support across omnichannel touchpoints including phone, chat, email, social media, and WhatsApp.
- Analyze and resolve inquiries, complaints, billing issues, or shipping discrepancies, ensuring fast and efficient resolution.
- Manage and update customer tickets within the support CRM system, keeping an accurate record of interaction history.
- Track individual performance metrics, including response SLA, average handling time (AHT), and ticket closing satisfaction scores.
- Escalate customer feedback and report system or product bugs to internal tech, product, and operations departments.
Requirements & Skills
Day in the Life
The daily routine of a Customer Service Analyst is highly dynamic and human-centric. The day starts by reviewing active support queues and handling remaining tickets from the previous day. Throughout the day, the analyst answers chat requests, emails, or calls, resolving questions efficiently while keeping an empathetic tone. They log into internal logistics and billing portals to track shipments, process refunds, or update account details. In the late afternoon, they compile recurring customer feedback, report systems anomalies to tech teams, and hand over critical pending tickets to the incoming shift.
Career Path
Top Tools
Frequently Asked Questions
What is the difference between Customer Service (SAC) and Customer Success (CS)?
Customer Service (SAC) is primarily reactive, focusing on resolving immediate problems, answering queries, and addressing customer complaints. On the other hand, Customer Success is proactive and strategic, guiding customers through their lifecycle to ensure they reach their goals with the product or service.
What are the main success metrics evaluated for a Customer Service Analyst?
The main metrics evaluated include CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), AHT (Average Handling Time), FRT (First Response Time), and adherence to Service Level Agreements (SLAs).