Customer Service Product Analyst

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Requirements:

• Passionate about customers and providing extraordinary experiences.
• Empathetic with good communication and teamwork skills.
• Attention to detail and precision.
• Proactivity.
• Advanced G-Suite skills: Sheets, Docs, Slides, Forms.
• Intermediate Excel skills.
• Open to new challenges and working in a fast-paced, changing environment.

Responsibilities:

• Ensure the creation and maintenance of a centralized knowledge base for product-related information, accessible to all Customer Service agents.
• Act as the main point of contact between the Portfolio management and Customer Service teams to facilitate communication about product updates.
• Collaborate with stakeholders to gather and integrate feedback on product-related resources.
• Analyze customer inquiries and feedback to identify trends for improving documentation.
• Develop action plans based on data to enhance agents' preparedness for product queries.
• Regularly update product documentation, seeking feedback to keep it accurate.
• Participate in cross-functional projects impacting product communication or customer service readiness.