25 days agoNetflix

Customer Service Insights Analyst

  • Makati City (Makati 1st District)

Job description

Are you passionate about customer experience? Do you find yourself thinking about how customer interactions could be improved? Are you experienced in analyzing qualitative and quantitative data, and threading them together to tell a compelling story? Do you thrive on being part of a global team and/or traveling? The Netflix Customer Service (CS) Insights team is looking for a CS Insights Analyst in Manila. The CS Insights team generates actionable insights by analyzing the voice of the customer to enhance the Netflix product experience and customer service. The role will report into the Manager of Customer Service Insights based out of Los Gatos. They will join a team of global analysts located around the world. Candidates must demonstrate that they are both curious and analytical, passionate about customer experiences, and expert storytellers. They must be an excellent communicator in both written and spoken English and 1 of the following languages: Japanese or Korean. **Responsibilities:**
·  Listen to call recordings and review chat and call transcripts to identify themes in the customer experience and analyze points of friction related to the customer journey
·  Use and develop metrics dashboards in Tableau to detect subsets of CS contacts to analyze across regions, languages, and customer segments