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Become A Customer Service Analyst

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Working As A Customer Service Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Customer Service Analyst Do At Oracle

* In this role, you will provide guidance and real time resolution
* on a wide range of technical and non-technical customer issues
* including, but not limited to: point of sales applications and electronic
* support troubleshooting.
* You will handle open service requests, implement
* fixes, and document details in real-time, analyzing potential hardware or
* software problem and writing notes in the tracking system.
* Support may be delivered via electronic channels (web, e-mail,
* etc.) or phone.
* You will be the point of contact for customers, triaging
* and documenting their requests, and will work in a call center environment as
* needed.
* You will also have the opportunity to gain knowledge of specific
* product areas within our core technologies and/or applications, develop
* advanced troubleshooting and diagnostic skills, and gain exposure to our
* products’ underlying technologies

What Does A Customer Service Analyst Do At Cigna

* Receive calls from existing customers looking to cancel their current policy and assess /identify the reason for the cancellation request
* Determine and share options to address customer’s cancellation reasons by: addressing customer service issues via the applicable processes; supply alternative plan options that may better suited to the customer’s needs; clarify current benefit options
* When applicable the specialist will quote and enroll customers following the standard guidelines and processes governed by CMS
* Conduct outbound calls to existing customers who are at risk of cancelling due to nonpayment and assess reasons for potential lapses in payment.
* Determine the correct course of action to retain the customers which may include updating payment information, routing the caller to make a payment with a customer service associate, or quoting a different plan option that better meets the customer’s financial budget.
* Document and track all calls to ensure proper follow up is done within a timely manner
* Participate in other assigned Sales Team projects as needed
* Provide feedback and guidance on market nuances, marketing campaigns and plan operations
* Attend internal Sales Meetings, Trainings and other company events as requested
* Other duties as assigned

What Does A Customer Service Analyst Do At Sandisk Corporation

* Ensure call center agents are following best process and practices to efficiently resolve customer issues and communications to the customers.
* Ensure Call centers are successfully trained on all products and providing accurate information to customers.
* Monitor daily Call center metrics and investigate irregularities.
* Participate in meetings with call centers for quality measurement.
* Create and document FAQs, training and troubleshooting materials for Call centers
* Handle and Resolve Customer Escalations directly from customers and/or from regional call centers.
* Work with cross functional teams within the company like Engineering, Quality Assurance and Engineering to resolve customer issues and provide a better customer experience.
* Work with IT and CRM team to identify needs and improvements in CRM for call center agents

What Does A Customer Service Analyst Do At Campbell Soup Company

* Primary responsibility is to manage the order life cycle from creation through delivery to ensure accurate pricing, terms of sales, lead-times, special pack requirement and inventory availability.
* Build and maintain accurate account profiles.
* Work with Customer Service and Sales management to analyze and evaluate key service metrics such as Incentive Pricing, Order fill, On time delivery, Invoice accuracy, case fill, etc.
* Under moderate supervision, from Team Leader/Manager, assist in conducting root cause analysis and recommending solutions to service related issues to drive improvements.
* Communicate with customers by tracking orders and shipments, trouble shooting and responding to all other questions, inquires and complaints in a timely fashion.
* Meet service level expectations as defined by the customer and sales team.
* Coordinate with Sales, Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer or Campbell's.
* Provide back up support to other members of the Customer Service Team and perform miscellaneous duties as required.
* Required to track key metrics for annual performance review.
* Job Complexity:
* The job complexity is related to the customers assigned to this position.
* It is based upon a variety of factors including: number of orders, buyers, distribution centers and the complexity of the customer account.
* The order entry method is mainly EDI, with the possibility of non-complex CRP accounts.
* With guidance from Team Leader or Manager, analyze and evaluate alternative solutions to respond to internal and external customer requests relative to lead time exceptions, special events / ads, late-delivery notifications, pricing promotion problems, deductions, merchandise return requests, account consolidations, allocation restrictions and product availability within department and Corporate guidelines.
* Clear verbal and written communication to explain issues and propose solutions to customers, sales teams or managers

What Does A Customer Service Analyst Do At Sabic

* Grow SABIC business by implementing new customer EDI (Electronic Data Interchange) and troubleshoot existing customer EDI issues.
* Increase customer service capacity by automating order entry.
* Implement tools necessary to meet customer requirements regarding EDI transactions.
* Increase customer satisfaction by automating advance shipment notices, invoices, and order confirmation.
* Interface between customer, business, IT, VAN (Vehicle Added Network) provider.
* Serve as primary resource for extending, and maintaining the Consumer Direct web portal
* Increase customer service capacity by setting customers on companys web portal.
* Provide ongoing support for our Web portal customers; determine problem resolution steps and processes, work with customers to resolve issues and identify root cause.
* Work with business stakeholders as the final approval and validation for properly creating or maintaining the SAP master database.
* Acts as the caretaker of Customer master data for Specialties BU.
* Responsible to review and approved master data update requests, for the Specialties BU
* Prioritize, plan, and implement new customers and transactions onto EDI depending on business direction.
* Collaborate with customers, VAN provider, and SABIC IT to meet customer and business requirements.
* Communicate issues and updates with customers, business, IT, and account managers
* Report progress and roadblocks to leadership
* Facilitate system and UAT (User Acceptance Testing) with customer, business, VAN, and IT.
* Resolve issues with current EDI and Web portal customers
* Work with business and IT team when new capability is needed
* Create and present customer service training for ongoing EDI and Web portal customer support.
* Manual master data reconciliation & alignment efforts and error fixing

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How To Become A Customer Service Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Customer Service Analyst jobs

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Real Customer Service Analyst Salaries

Job Title Company Location Start Date Salary
Customer Insights Analyst Crowdtilt, Inc. San Francisco, CA Mar 03, 2014 $135,000
Customer Insights Analyst Tilt.Com, Inc. San Francisco, CA Nov 25, 2015 $135,000
Customer and Campaign Analyst Apple Inc. Cupertino, CA Feb 13, 2014 $130,000 -
$150,000
Customer Success Analyst Datameer, Inc. San Francisco, CA Feb 18, 2016 $121,222 -
$150,000
Customer Success Analyst Datameer, Inc. New York, NY Apr 13, 2015 $116,813 -
$135,000
Customer Insight Analyst Hightail, Inc. Campbell, CA Dec 02, 2013 $115,000
Customer Success Analyst Bloomreach, Inc. Mountain View, CA Dec 09, 2016 $112,000
SAP CRM Service Management Analyst Rockwell Automation, Inc. Milwaukee, WI Feb 22, 2010 $110,000
Customer Analyst Resilinc Corporation Milpitas, CA Oct 31, 2014 $105,000
Customer Insight Analyst Square, Inc. San Francisco, CA Oct 01, 2015 $100,880 -
$178,500
Customer Insights Analyst Square, Inc. San Francisco, CA Oct 01, 2012 $100,000
Customer Insight Analyst Disney Online Palo Alto, CA Jan 01, 2012 $97,500
Customer Insights Analyst Disney Online Glendale, CA Jun 15, 2014 $95,000
Siebel Customer Requirements/Service Dev/Analyst The Mathworks, Inc. MN Feb 11, 2010 $84,500
Customer Voice Analyst Airbnb, Inc. San Francisco, CA Jun 22, 2015 $84,500
Customs Analyst Delphi Corporation Troy, MI Apr 01, 2010 $80,820
Customer Insight Analyst Orchestro, Inc. Rogers, AR Feb 05, 2016 $80,000 -
$112,000
Customer Analyst (CRM) EYC USA Inc. Mechanicsburg, PA Oct 09, 2016 $80,000 -
$90,000
Customer Insights Analyst Saks Fifth Avenue New York, NY Aug 14, 2011 $80,000
Customs Analyst DAA Draexlmaier Automotive of America LLC Duncan, SC Oct 01, 2011 $76,939 -
$81,500
Java Analyst, Customer Facing Systems Abercrombie & Fitch Management Co. New Albany, OH Mar 08, 2016 $76,600
International Global Customs Analyst Payless Shoesource, Inc. Topeka, KS Oct 01, 2011 $65,000
Customer Insights Analyst Saks Fifth Avenue New York, NY Oct 07, 2013 $65,000
Customer Analyst Oriental Trading Company, Inc. Omaha, NE Sep 02, 2014 $65,000
International Customs Analyst Payless Shoesource, Inc. Topeka, KS Oct 01, 2015 $63,985
International Customs Analyst Payless Shoesource Topeka, KS Aug 07, 2016 $62,712 -
$66,000
International Customs Analyst Payless Shoesource, Inc. Topeka, KS Aug 15, 2015 $62,712 -
$65,000
Customer Analyst Oriental Trading Company, Inc. Omaha, NE Oct 01, 2014 $62,546
Olap Customization Analyst/Programmer Jaitech Systems, Inc. Marietta, GA Sep 06, 2014 $62,500

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Top Skills for A Customer Service Analyst

ProceduresEnsureCustomerSatisfactionDeliveryDataEntryFinancialPhoneCallsTechnicalSupportInternalDepartmentsCustomerServiceIssuesWebCustomerInquiriesLogisticsTroubleTicketsCustomerServiceRepresentativesCustomerAccountsAuditInboundCallsExternalCustomersProcessImprovementsWindows

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Top Customer Service Analyst Skills

  1. Procedures
  2. Ensure Customer Satisfaction
  3. Delivery
You can check out examples of real life uses of top skills on resumes here:
  • Involved in writing standard operating procedures and training materials for company initiatives.
  • Work as a liaison between multiple teams to ensure customer satisfaction is met.
  • Ensured status of purchase orders and delivery information to medical facilities.
  • Performed all aspects of customer support including answering telephones and data entry.
  • Monitored sales activity throughout the month to ensure divisional financial budgets were achievable.

Top Customer Service Analyst Employers