Customer Service Analysts
Amgen Inc ·Canton,Closing in
Term:Full timeWork:Remote
Type:EmployeeContract
We are seeking a detail-oriented and analytical Customer Service Analyst to join our Customer Support team. The Customer Service Analyst will be responsible for gathering, analyzing, and interpreting customer service data, and making recommendations to improve our customer service operations and enhance customer satisfaction. The ideal candidate will have a strong background in customer service metrics, excellent analytical skills, and the ability to translate data into actionable insights.
Responsibilities:
- Collect and analyze customer service data from various sources, such as customer feedback, surveys, CRM systems, and call center metrics.
- Identify trends and patterns in customer service data to provide insights and recommendations to management for process improvements.
- Develop and maintain reports and dashboards to track key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores.
- Conduct root cause analysis to investigate customer issues and complaints, and propose corrective actions or solutions.
Requirements:
- Bachelor’s degree in Business Administration, Marketing, Statistics, or a related field (preferred).
- Proven experience as a Customer Service Analyst, Data Analyst, or similar role.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant