Title Customer Service analyst

Syntax México; Santa Clara Ocoyucan; Presencial; MXN 240,000 - 360,000; Jornada completa

Descripción de la vacante

Join a leading Managed Cloud Provider as a Customer Service Analyst. In this role, you will analyze customer interactions and support data to enhance service quality and satisfaction. Collaborate with various teams to implement improvements and optimize performance. The position offers competitive compensation, flexible working models, and attractive benefits within a modern work environment.

Servicios

Competitive, above-average compensation

Flexible working time models

Home office options

Company pension scheme

Various health offers

Continuous training and coaching

Formación

• 2+ years of experience in customer service or business analysis.
• Detail-oriented with strong multi-tasking abilities.

Responsabilidades

• Analyze customer service metrics and propose improvements.
• Generate reports to monitor team performance and service KPIs.
• Collaborate with cross-functional teams to resolve customer issues.

Conocimientos

Analytical Skills

Communication

Problem-Solving

Educación

Bachelor’s degree in Business Administration

Bachelor’s degree in Statistics

Bachelor’s degree in Information Systems

Herramientas

Excel

SQL

Power BI

Tableau

Zendesk

Salesforce Service Cloud

Descripción del empleo

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

The Customer Service Analyst is responsible for analyzing customer interactions, feedback, and support data to identify trends, improve service quality, and enhance customer satisfaction. This role combines data analysis with customer service operations to provide actionable insights and optimize performance.

Key Responsibilities

• Analyze customer service metrics, including call volumes, response times, customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first contact resolution (FCR).
• Identify patterns and trends in customer feedback to propose improvements in service delivery and customer experience.
• Generate reports and dashboards to monitor team performance and service KPIs.
• Work closely with the customer service team to implement process improvements based on analytical findings.
• Collaborate with cross-functional teams (e.g., sales, product, IT) to resolve systemic customer issues.
• Provide data-driven recommendations to enhance support systems, training programs, and customer communication strategies.
• Assist in the implementation and optimization of customer service tools (e.g., CRM platforms, ticketing systems).
• Track and analyze customer complaints, escalations, and service recovery efforts.
• Monitor and benchmark service standards against industry best practices.
  
  

Qualifications

• Bachelor’s degree in Business Administration, Statistics, Information Systems, or a related field.
• 2+ years of experience in customer service, business analysis, or a related role.
• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, SQL, Power BI, Tableau).
• Experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication and interpersonal skills.
• Detail-oriented, with a strong ability to multi-task and meet deadlines.
• Problem-solving mindset with a passion for improving customer experiences.
  
  

Preferred Skills

• Experience in process improvement methodologies (e.g., Lean, Six Sigma).
• Familiarity with voice of customer (VoC) programs.
• Understanding of contact center operations and KPIs.
  
  

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job
  
  

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!