Customer Support Analyst

Responsibilities:

Customer Support & Client Communication Management:

• Provide timely, professional, and courteous responses to customer inquiries through approved communication channels, including email, phone, chat, and service platforms.
  
• Receive, acknowledge, and manage customer service requests in accordance with company service standards.
  
• Maintain consistent communication with clients throughout the service resolution process.
  
• Ensure customer issues are handled with professionalism, responsiveness, and accountability.
  
• Maintain high standards of customer satisfaction and service delivery.

Ticketing System & Service Request Management:

• Log, categorize, prioritize, and manage customer tickets using structured ticketing systems.
  
• Monitor ticket progress to ensure timely resolution in accordance with service level expectations.
  
• Escalate unresolved or critical issues to appropriate departments or supervisors.
  
• Ensure proper documentation of actions taken on each customer request.
  
• Verify closure of tickets only after resolution confirmation and client acknowledgment.
  
• Maintain accurate records of all service requests and resolutions.

Client Engagement Monitoring & Communication Tracking:

• Monitor and track customer interactions using approved engagement platforms.
  
• Maintain visibility of customer communication activities across digital channels.
  
• Ensure all customer communication is recorded and traceable for service accountability.
• Identify delays or communication gaps and initiate corrective actions.
• Support management in maintaining structured customer communication workflows.

Reporting, Data Analysis & Performance Dashboard Management:

• Generate daily, weekly, and monthly customer service performance reports.
  
• Develop and maintain structured dashboards to monitor customer service metrics.
  
• Track key performance indicators, including response time, resolution time, and ticket closure rate.
  
• Analyze service data to identify trends, recurring issues, and service improvement opportunities.
  
• Ensure accuracy, consistency, and timeliness of customer service reports.
  
• Provide management with data-driven insights to support operational decision-making.

Customer Records & CRM Data Management:

• Maintain accurate and up-to-date customer records within customer relationship management systems.
  
• Ensure proper documentation of customer profiles, communication history, and service interactions.
  
• Verify data accuracy and consistency across customer management platforms.
  
• Support data integrity and record management requirements for operational and audit purposes.

Service Quality Assurance & Continuous Improvement Support:

• Monitor customer feedback and service performance indicators.
  
• Identify service gaps and recommend improvement actions.
  
• Support the implementation of customer service improvement initiatives.
  
• Ensure compliance with customer service procedures and organizational service standards.
  
• Contribute to the continuous improvement of customer service processes and workflows.

Cross-Functional Collaboration & Issue Resolution Support:

• Collaborate with technical, operations, sales, and administrative teams to resolve customer issues effectively.
  
• Coordinate internal communication related to customer service requests.
  
• Provide customer-related data and insights to relevant departments.
  
• Support internal teams in maintaining service delivery consistency.
• You may, from time to time, be required to undertake other related responsibilities as directed by Management.

Requirements:

• Bachelor's Degree or equivalent qualification in any discipline.
  
• Professional certification in Customer Service, Data Analysis, Business Administration, or Information Management is an added advantage.
• Minimum of 2 years' experience in Customer Support, Help Desk, Client Services, or Customer Experience roles.
  
• Proven experience working with structured ticketing systems and customer relationship management platforms.
  
• Experience in a service-driven or technical service environment is an added advantage.
• Proficiency in customer support ticketing systems.
• Strong working knowledge of customer service reporting and dashboard tools.
  
• Ability to manage customer communication tracking systems.
  
• Experience in generating service performance reports and analytics.
  
• Familiarity with customer service workflows and escalation procedures.
  
• Strong data analysis and dashboard interpretation skills.

Preferred System Experience:

• Zoho Desk — Ticketing and Customer Support Management
  
• Zoho Analytics — Reporting and Dashboard Development
  
• Zoho CRM — Customer Data Management
  
• Zoho SalesIQ — Customer Interaction Monitoring