What does a customer service analyst do?
A customer service analyst's role is to conduct research and analysis on the customer service processes, ensuring profitability and efficiency. Their responsibilities revolve around devising strategies to improve performances and services, identifying consumer needs and opportunities, and maintaining records and databases. A customer service analyst may also respond to calls and inquiries, arrange schedules, and address concerns and issues, resolving them promptly and professionally. Furthermore, it is essential to coordinate with different departments, all while implementing the company's policies and regulations.
Customer service analyst responsibilities
Here are examples of responsibilities from real customer service analyst resumes:
- Manage produce cleanliness and preparation.
- Use windows remote control to solve problems when phone help is inadequate.
- Lead client s data migration into product solution and lead QA efforts.
- Devise training modules and PowerPoint presentations to ensure teams remain accurate and skil.
- Install, train and support POS software/hardware including gas pump interface and scanning.
- Conduct research in RDMS systems using quantitative/statistical models develop in SAS & SQL programming software.
- Develop expertise in brand aesthetic and product placement in support of windows and in-store setups.
- Create SQL scripts to measure and quantify issues to assist developers in resolving the issue more quickly.
- Front line phone support working closely with QA and development to ensure quick replies to critical situations.
- Work with other staff and patients to identify potential solutions as problems are identify with payer sources.
- Receive and respond to incoming calls or faxes from providers, referral sources, and potential patients.
- Develop and automate SAS program to build data marts and create daily, monthly and quarterly KPI reports.
- Process various EDI error reports for calculating shipping, order fees, waive fees and costs associate with orders.
- Collaborate with colleagues globally, to create regional reports on Unilever KPI's to drive improvements and CCFOT loss reduction.
- Validate and execute incoming customer orders through EDI.
Customer service analyst skills and personality traits
We calculated that 7% of Customer Service Analysts are proficient in SQL, Data Analysis, and PowerPoint. They’re also known for soft skills such as Speaking skills, Writing skills, and Customer-service skills.
We break down the percentage of Customer Service Analysts that have these skills listed on their resume here:
- SQL, 7%
Researched data quality via SQL queries in TOAD; contacted Finance partners if any manual corrections were needed and provided justification.
- Data Analysis, 7%
Improved data analysis of Customer order entry by creating a centralized database for Delivery, Protective, and Secondary customers.
- PowerPoint, 6%
Developed and refined PowerPoint presentations for Vice President and Director.
- Logistics, 5%
Trained shipping department personnel in roles or responsibilities regarding logistics strategies to ensure consistent productivity.
- Excellent Interpersonal, 5%
Possess excellent interpersonal, analytical, and organizational skills.
- Customer Satisfaction, 4%
Conducted customer insight research projects that measured customer satisfaction and problem resolution regarding product quality, delivery experience and service events.
"sql," "data analysis," and "powerpoint" are among the most common skills that customer service analysts use at work. You can find even more customer service analyst responsibilities below, including:
Speaking skills. The most essential soft skill for a customer service analyst to carry out their responsibilities is speaking skills. This skill is important for the role because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Additionally, a customer service analyst resume shows how their duties depend on speaking skills: "represented unocal in small claims court, on customer complaints, which resulted in law suits. "
Writing skills. Another essential skill to perform customer service analyst duties is writing skills. Customer service analysts responsibilities require that "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." Customer service analysts also use writing skills in their role according to a real resume snippet: "input new households into three different computer systems for quoting and writing policies. "
Customer-service skills. This is an important skill for customer service analysts to perform their duties. For an example of how customer service analyst responsibilities depend on this skill, consider that "computer support specialists must be patient and sympathetic." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a customer service analyst: "provided customer support to resolve software issues including troubleshooting, documenting software bug-fixes and product enhancements. ".
Listening skills. customer service analyst responsibilities often require "listening skills." The duties that rely on this skill are shown by the fact that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." This resume example shows what customer service analysts do with listening skills on a typical day: "communicated with customer accounts to identify and resolve their outstanding payments. "
Problem-solving skills. Another common skill required for customer service analyst responsibilities is "problem-solving skills." This skill comes up in the duties of customer service analysts all the time, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." An excerpt from a real customer service analyst resume shows how this skill is central to what a customer service analyst does: "provided customer support and issue resolution. "
The three companies that hire the most customer service analysts are:
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Compare different customer service analysts
Customer service analyst vs. Staff analyst
Staff Analysts are employees who oversee the activities related to the employees. They monitor the performance of the employees and assess whether particular employees suit the role they have. They also assess the current roles in the company to see if those roles are really needed. Staff Analysts ensure that the manpower allocation in the company is efficient. They analyze staff-related data to check whether there are more areas for improvement. Staff Analysts may also be assigned to come up with projects related to improving productivity.
There are some key differences in the responsibilities of each position. For example, customer service analyst responsibilities require skills like "powerpoint," "excellent interpersonal," "customer satisfaction," and "customer inquiries." Meanwhile a typical staff analyst has skills in areas such as "project management," "status reports," "analyze data," and "financial statements." This difference in skills reveals the differences in what each career does.
Staff analysts really shine in the technology industry with an average salary of $107,444. Comparatively, customer service analysts tend to make the most money in the finance industry with an average salary of $62,103.staff analysts tend to reach higher levels of education than customer service analysts. In fact, staff analysts are 8.5% more likely to graduate with a Master's Degree and 1.3% more likely to have a Doctoral Degree.Customer service analyst vs. Bilingual customer service
In bilingual customer service, a representative specializes in responding to calls using English or another foreign language that the customer prefers. Among their primary responsibilities include assisting customers and addressing any inquiries, concerns, or issues that they may raise. Aside from this, a representative may also recommend or sell products, process refunds or payments, and conduct surveys or polls. Furthermore, a representative needs to build rapport with customers to secure sales or create a substantial client base.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer service analyst responsibilities are more likely to require skills like "sql," "data analysis," "powerpoint," and "logistics." Meanwhile, a bilingual customer service has duties that require skills in areas such as "excellent organizational," "strong computer," "math," and "product knowledge." These differences highlight just how different the day-to-day in each role looks.
Bilingual customer services earn a lower average salary than customer service analysts. But bilingual customer services earn the highest pay in the insurance industry, with an average salary of $33,646. Additionally, customer service analysts earn the highest salaries in the finance with average pay of $62,103 annually.In general, bilingual customer services achieve similar levels of education than customer service analysts. They're 3.0% less likely to obtain a Master's Degree while being 1.3% more likely to earn a Doctoral Degree.Customer service analyst vs. Senior customer service representative
A senior customer service representative specializes in communicating with clients and providing them with the needed assistance. Aside from responding to calls and inquiries, a senior customer service representative must also perform basic administrative support tasks such as producing reports and necessary documentation, updating the database, and maintaining correspondence. With years of extensive expertise and knowledge, they are also responsible for leading and supervising a team of customer service representatives, all in the joint effort to secure customer satisfaction and reach sales targets.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer service analyst resumes include skills like "sql," "data analysis," "logistics," and "excellent interpersonal," whereas a senior customer service representative is more likely to list skills in "product knowledge," "quality standards," "inbound customer calls," and "customer relationships. "
Senior customer service representatives make a very good living in the technology industry with an average annual salary of $36,710. On the other hand, customer service analysts are paid the highest salary in the finance industry, with average annual pay of $62,103.senior customer service representatives typically earn similar educational levels compared to customer service analysts. Specifically, they're 3.2% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Customer service analyst vs. Lead customer service representative
A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
Types of customer service analyst
Updated January 8, 2025
