Customer Service Analyst

Customer Service Analyst

Mold-Masters is seeking a dedicated and detail-oriented Customer Service Analyst to join our team. The successful candidate will be responsible for analyzing customer interactions, identifying areas for service improvement, and ensuring a high level of customer satisfaction. This role involves collaboration with Sales, Technical support, and Logistics teams to deliver exceptional service experiences.

Key Responsibilities

Monitor and analyze customer service metrics to identify trends and areas for improvement.

Provide detailed reports on customer feedback, complaints, and service issues.

Collaborate with cross-functional teams to resolve customer inquiries and complaints efficiently.

Develop and recommend strategies to enhance customer satisfaction and loyalty.

Maintain accurate records of customer interactions and issue resolutions.

Support the onboarding and training of customer service staff.

Ensure compliance with company policies and standards.

This role is a temporary position to cover a long-term leave of absence of 6 months.

Qualifications

Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

2 - 5+ years of experience in customer service, customer support, or a related analytical role.

Experience in a manufacturing or technical environment is a plus.

Demonstrated ability to analyze customer data and provide actionable insights.

Proven track record of improving customer satisfaction metrics.

Experience with SAP is a plus.

English language Intermediate or Advanced skill.

Hard Skills

Proficiency in Customer Relationship Management (CRM) software and MS Office Suite.

Strong analytical skills with the ability to interpret data and generate insights.

Excellent written and verbal communication skills.

Knowledge of customer service principles and best practices.

Basic understanding of manufacturing or technical products (preferred but not mandatory).

Soft Skills

Strong problem-solving and critical-thinking abilities.

Exceptional interpersonal and communication skills.

Ability to work independently and as part of a team.

High attention to detail and organizational skills.

Adaptability and resilience in a fast-paced environment.

Customer-centric attitude with a focus on continuous improvement.