Customer Service Data Analyst

GTE; Nieuwegein; On-site; EUR 27,552 - 55,104; Part time

Job summary

GTE is seeking a Customer Service Data Analyst in Nieuwegein, Netherlands, to analyze customer service metrics and provide actionable recommendations. You will collaborate with various teams to enhance workflow and customer satisfaction.

Your role includes developing automated reporting systems and identifying improvement opportunities based on data analysis. Prior experience in data analysis and proficiency in visualization tools like Looker Studio and Power BI are essential.

This independent contractor role requires commitment to 40 hours a week, with flexibility in compensation based on experience.

Qualifications

• At least 2+ years of experience in data analysis, preferably in eCommerce or customer service.
• Prior experience in a similar role.
• Proficiency in data visualization tools such as Looker Studio and Power BI.

Responsibilities

• Analyze customer service data to identify trends and areas for improvement.
• Develop and maintain dashboards for tracking KPIs using Looker Studio and Power BI.
• Provide insights to enhance service efficiency and quality.

Skills

Data analysis

Data visualization (Looker Studio, Power BI, Excel)

Strong analytical and problem-solving skills

Tools

CRM platforms (e.g., Gorgias)

Job description

Customer Service Data Analyst

As our company continues to grow, we are in need of a Customer Service Data Analyst to analyze customer service performance metrics, identify trends, and provide actionable recommendations to enhance efficiency and customer satisfaction. The analyst will also build an automated reporting system and collaborate with the Customer Service, Operations, and Technology teams to drive improvements in workflows and response times.

Day in the Life of a Customer Service Data Analyst at GTE

• Analyze customer service data to identify trends and improvement areas.
• Develop and maintain dashboards tracking KPIs (CSAT, NPS, FCR, etc.) via Looker Studio and Power BI.
• Provide insights to improve service efficiency and quality.
• Identify gaps in support processes and suggest data-driven solutions.
• Support automation and AI-driven tools for customer interactions.
• Present findings and recommendations to stakeholders.

Success Drivers in the first 90 days for this Role

• Develop a deep understanding of GTE’s customer service processes and KPIs.
• Build and refine dashboards to track key customer service metrics.
• Identify at least three improvement opportunities based on data analysis.
• Present an initial report on customer service trends and insights.
• Collaborate with key stakeholders to implement at least one process enhancement.
• Gain proficiency with internal tools, CRM systems, and reporting platforms.

Your Team When You Join Us

As a Customer Service Data Analyst, you will be a key member of our Data Team, reporting directly to our Data Engineer and partnering with Operations and Technology to analyze performance and improve customer satisfaction. You’ll work closely with the Customer Experience Director to ensure customer service processes are efficient and data-driven, helping the team deliver top-notch support.

Qualifications

• At least 2+ years of experience in data analysis (eCommerce or customer service preferred).
• Prior experience in a similar role.
• Proficiency in data visualization tools like Looker Studio, Power BI and Excel.
• Experience with CRM platforms (e.g., Gorgias).
• Strong analytical and problem-solving skills.

Notes About the Role

• This is not a salaried position. This is an Independent Contractor role.
• You must be able to commit at least 8 hours per day, 40 hours per week.
• We require everyone in the team to use Hubstaff (https://hubstaff.com/) to track hours worked.

Compensation

We pay on an hourly basis — we’re open to reviewing rates based on experience and expertise. This role may have performance incentives.