Business Analyst

Customer Support and Relationship Management

• Act as a point of contact for customer queries, ensuring timely and effective resolution.
• Build and maintain strong relationships with customers to foster loyalty and satisfaction.
• Address and resolve customer complaints, escalating issues when necessary.

Data Analysis and Reporting

• Collect and analyze customer feedback, behavior, and service trends to identify improvement opportunities.
• Generate detailed reports on customer satisfaction metrics, including NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score).
• Monitor and interpret data to predict customer needs and recommend proactive solutions.

Process Improvement

• Identify inefficiencies in customer service processes and recommend enhancements.
• Collaborate with teams to implement customer service policies and best practices.
• Monitor key performance indicators (KPIs) to ensure alignment with business goals.

Collaboration and Cross-Functional Support

• Liaise with internal teams (e.g., sales, marketing, and product) to address customer concerns and improve service offerings.
• Communicate customer insights to stakeholders to influence strategic decisions.
• Support training sessions for customer service teams to enhance their skills and performance.

Technical and Administrative Tasks

• Utilize CRM systems and other tools to manage customer interactions and maintain accurate records.
• Create and update documentation related to customer interactions, processes, and feedback.
• Stay updated on product knowledge, industry trends, and emerging customer service technologies.