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A Customer Service Analyst analyzes a customer service department’s operations and provides recommendations on ways to improve productivity and customer satisfaction levels. Using various data such as customer satisfaction reports, surveys and complaint logs, Customer Service Analysts are able to develop strategies and techniques to enhance the service department’s effectiveness. They may also work directly with customers helping to troubleshoot issues and resolve customer dissatisfaction.
Customer Service Analysts are part of a customer service department and work under the supervision of the customer service manager. The Bureau of Labor Statistics reports a projected faster than average job growth rate of 10 percent through 2024 for Customer Service Representatives. This will result in 252,900 new jobs during this period.
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Customer Service Analyst Duties and Responsibilities
A Customer Service Analyst’s specific duties will vary depending on the type of organization one works for. There are, however, some common primary duties most Customer Service Analysts will perform. A review of current job listings identified the following main tasks and responsibilities.
Perform Research and Analyses
Customer Service Analysts are responsible for gathering data and doing research. They use customer service data, observations and market trends and reports to get a clear picture of the department's operations and ways to improve it. Some analysts focus on the customer service experience, while others are hired to improve a company's profit margins and sales. Customer Service Analysts must know how to conduct research as well as analyze the results. They must also be able to translate their findings into easy to understand reports or presentations for management.
Develop Strategies
Once they have conducted research and done their analysis, Customer Service Analysts then are tasked with providing the department with process or sales improvement strategies. They will often work closely with subject matter experts, marketing teams or management to develop and implement plans.
Train Employees
Customer Service Analysts will often find themselves responsible for training employees in new processes and strategies to help with process or sales improvement initiatives. They may be training customer service representatives on ways to improve customer satisfaction or training sales teams on ways to produce larger profits. They may also train managers and supervisors on ways to best handle customer dissatisfaction and methods to resolve issues.
Customer Service Analyst Skills
Core skills: Based on job listings we looked at, employers want Customer Service Analysts with these core skills. If you want to work as a Customer Service Analyst, focus on the following.
- Proficient in Microsoft Office Suite
- Knowledge of customer service practices
- Experience in mediation and conflict resolution techniques
- Data analysis experience
- Knowledge of research practices
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Broaden your career options by adding these skills.
- Experience working in customer service or sales
- Marketing or advertisement experience
- Experience with statistic software such as SPSS
Customer Service Analyst Resources
The internet has some useful sites and resources for those considering a career as a Customer Service Analyst. We compiled a list of sites that will inspire, inform and entertain you on your path to becoming a Customer Service Analyst.
On the Web
Modern Analyst
This website offers a wide range of resources for business analysts from group forums to journal articles about latest trends and innovations in the field.
Customer Service Institute of America
CSIA is the industry's leader in providing customer service professionals with certification and online training opportunities.
Customer Service Analyst Books
Business Process Mapping: Improving Customer Satisfaction
A comprehensive book that provides clear and easy directions on how to create process maps to improve areas of your business such as customer satisfaction levels.
Seven Steps to Mastering Business Analysis
This resourceful book introduces concepts and tips to performing business analysis.
Improving Business Processes (Pocket Mentor)
This book is purposefully short and free of any technical language. It is a quick reference for those looking to improve business processes. A great resource for those new to this area or those looking for new ideas and tips.
Award Winning Customer Service
This book is aimed towards busy managers seeking quick solutions to their customer service problems. Filled with scenarios and real life examples, this book is a great reference for Customer Service Analysts.
Industry Groups
National Customer Service Association
NCSA was established to help foster the best standards and experiences for customers and customer service professionals by creating learning opportunities and best practices for those working with customers.
Association of Business Process Management Professionals International
ABPMP International is a nonprofit organization dedicated to advancing business process management concepts and practices worldwide. They offer members the latest news in the industry as well as education and certification courses.
International Customer Service Association
ICSA was established in 1981 and has been providing customer service professionals with superb education and training programs since.
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