Business Intelligence Analyst / BI Analyst / Reporting Specialist
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Key skills for this role
Role Overview
Provide empathetic, detail-oriented, and solution-focused front-line support as a primary brand ambassador for customers.
Work with Operations, Logistics, Product Support, and Quality Assurance teams in an entry-to-mid level customer support role.
Resolve inquiries across phone, email, live chat, and ticketing systems while investigating service or product issues.
Track interactions in the CRM, process refunds or replacements, escalate complex issues, and support FCR and CSAT benchmarks.
Key Skills for This Role
Full Job Posting
Role Description
Provide empathetic, detail-oriented, and solution-focused front-line support as a primary brand ambassador for customers.
Work with Operations, Logistics, Product Support, and Quality Assurance teams in an entry-to-mid level customer support role.
Resolve inquiries across phone, email, live chat, and ticketing systems while investigating service or product issues.
Track interactions in the CRM, process refunds or replacements, escalate complex issues, and support FCR and CSAT benchmarks.
Qualifications and Experience
- Hold a bachelor's degree, diploma, or SPM/high school diploma in business, communications, hospitality, or a related discipline.
- Have 1–3 years of front-line customer service, contact center, or digital helpdesk experience managing high-volume interactions.
- Communicate fluently and precisely through phone, email, live chat, and social media messaging.
- Use CRM systems and helpdesk ticketing software such as Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, or Zoho Desk.
- Troubleshoot issues, diagnose pain points, perform root-cause analysis, and escalate technical matters accurately.
- Handle challenging or escalated customer situations with patience, active listening, composure, and tactful negotiation.
- Use Excel, Google Sheets, or internal databases for documentation, data entry, feedback tracking, and audit records.
- Learn complex product specifications, service-level policies, and return or warranty guidelines quickly.
- Understand support metrics including Average Handling Time, FCR, CSAT, Net Promoter Score, and SLAs.
- Demonstrate empathy, adaptable communication, time management, stress tolerance, and cooperative teamwork.
Responsibilities
- Serve as the primary front-line support contact and brand ambassador for customers.
- Resolve customer inquiries across phone, email, live chat, and ticketing systems.
- Investigate service or product issues and provide timely, accurate, and professional resolutions.
- Track customer interactions and case details in the CRM.
- Process refunds, replacements, and account adjustments.
- Escalate complex technical or operational issues to higher-tier support teams.
- Maintain adherence to First Contact Resolution and Customer Satisfaction benchmarks.
- Gather facts, diagnose customer pain points, and perform root-cause analysis.
- Log recurring product feedback and maintain clean audit records.
- Apply product knowledge, service-level policies, and return or warranty guidelines when assisting customers.
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