Customer Service Analyst

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill-and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!

The Opportunity:

When an LG refrigerator, washer or range breaks down in a customer's home, LG Electronics' Service organization makes sure it gets fixed. We're looking for a Customer Service Analyst to help us use data and AI to make those repairs faster, more reliable and easier for customers.

In this role, you'll find where repairs get stuck, learn why customers are happy or unhappy, and estimate how many technicians we'll need and where. You'll turn what you find into clear reports and recommendations that leadership acts on. Along the way, you'll see the whole repair journey, from a customer's first call to the finished repair and the follow-up survey.

The ideal candidate is curious, careful with numbers, and enjoys using data and new technology to solve real business problems.

Responsibilities:

Most of your time will go to answering real business questions with data, then explaining the answers simply. Here are some examples of what you'll do:

• Track how our service is doing. Keep weekly and monthly reports current on the numbers that matter most: how many days a repair takes, how often it's fixed on the first visit, and how many requests are still waiting.
• Find out why the numbers move. When repair times jump or satisfaction drops, you dig in. For example: do faster repairs really make customers happier? You'd match survey scores to repair times and analyze customer comments to find out.
• Forecast repair demand. Estimate how many repair requests each region will get in the coming months, combining our service history with public data such as weather and census figures. Leaders use these forecasts to decide where to place and hire technicians.
• Use AI and automation to cut manual work. Turn reports that are rebuilt by hand each week into dashboards that refresh on their own. Try AI tools, including generative AI, to speed up tasks such as cleaning data, sorting customer comments or drafting meeting notes.
• Keep the data trustworthy. Check that numbers match across sources before anyone uses them, fix the queries that feed our reports, and write simple guides so teammates can reuse the data.
• Prepare leadership updates. Build slides and summaries for business reviews, including monthly reports to LG headquarters in Korea, that lead with the answer and the recommendation.

Excel is the tool you'll use most, and SQL (Google BigQuery) comes next for pulling and checking data. If you're still learning SQL, that's fine, but expect to build it up quickly on the job. You'll also use Google Sheets, dashboards (Tableau, Looker Studio), PowerPoint and, for heavier analysis, Python.

Education / Experience (Requirements):

• Bachelor's degree in Business, Economics, Data Science, Statistics, Mathematics or a related field
• 2+ years of experience in data analysis, business analytics or strategic planning
• Fluent Excel skills: comfortable with basic formulas, pivot tables and building charts
• Experience building reports or dashboards in a BI tool such as Tableau, Power BI or Looker Studio (formerly Google Data Studio)
• Interest in, or hands-on experience with, using AI tools for analysis or automation - while verifying AI-generated results and being able to explain the logic and assumptions behind them
• Problem-solving skills: you can take a vague question, break it into steps and find the answer in the data
• Clear communication: you can explain numbers in plain words, in writing and in slides, to people who aren't analysts
• Care for accuracy: you check that your numbers add up before you share them

Preferred Qualifications:

• Advanced Excel skills: LOOKUP (VLOOKUP, XLOOKUP), pivot tables, formulas, charts, and Solver and what-if simulation
• Korean-English bilingual: our work includes regular communication with LG headquarters in Korea
• Experience with SQL or Python for analysis
• Experience using generative AI tools to speed up analysis, coding or writing
• Familiarity with cloud data platforms such as Google Cloud (BigQuery), AWS or Azure
• Coursework or projects in forecasting, statistics, or survey and text analysis
• Interest in customer service, operations or logistics