Job Summary: We are seeking a Customer Service Analyst to manage requests, monitor service metrics, and coordinate with internal departments. Key Responsibilities: 1. Manage customer tickets and requests on support platforms. 2. Monitor service metrics and prepare operational reports. 3. Ensure clear, empathetic, and solution-oriented communication. Logistics and courier company is seeking a **Customer Service Analyst** Work location: POLANCO **Main Responsibilities** * Manage customer tickets, requests, and incidents on support platforms. * Provide timely follow-up on critical cases until resolution. * Monitor service metrics (SLA, response times, recurrence rates, NPS, backlog, etc.). * Prepare operational reports in Google Sheets for performance visibility. * Coordinate with internal departments, operations, and support teams to resolve cases. * Document processes, findings, and solutions to strengthen the knowledge base. * Ensure clear, empathetic, and solution-oriented communication with customers. **Essential Requirements** * Completed high school education or higher. * **Intermediate or advanced proficiency in Google Sheets (MANDATORY).** * Proficiency in formulas, pivot tables, filters, data validation, and basic analysis. * Minimum of **1 year of experience in Customer Service, Call Centers, Support, or Contact Centers**. * Experience using ticket management tools such as **Zoho, Zendesk, or similar**. * Analytical ability to interpret metrics and solve problems in a structured manner. * Ability to track multiple cases in an organized fashion. **We Offer** * Base salary: $12,000 gross * Statutory benefits * Working hours: Monday to Saturday (Saturdays HO), 7–4 pm, 9–6 pm, or 11–8 pm * Biweekly payments * Availability required for shift rotation after the first month of training (9–6 pm) If you meet the profile and are interested in this opportunity, please apply through this channel with your updated CV