As a Customer Feedback and Escalations Analyst, you will play a critical role in analyzing and resolving customer issues and feedback. Your primary responsibility will be to investigate escalated customer complaints, identify root causes, and recommend solutions to improve overall customer satisfaction.
Key Responsibilities:
Review and analyze customer feedback and escalations through various channels (phone, email, social media, etc.).
Investigate and resolve escalated customer complaints promptly and professionally.
Document and track complaint resolutions and follow-up actions.
Identify recurring issues and trends in customer feedback and provide insights to management.
Collaborate with cross-functional teams to address systemic issues affecting customer satisfaction.
Recommend process improvements and enhancements based on feedback analysis.
Monitor customer service metrics to assess performance and identify areas for improvement.
Prepare reports and presentations on customer feedback trends and analysis.
