About The Company Dr. Martens plc is a globally recognized footwear and apparel brand renowned for its iconic design, durability, and cultural significance. Established over six decades ago, the company has built a strong reputation for blending rebellious spirit with quality craftsmanship, appealing to diverse consumer segments worldwide.

With a commitment to innovation, sustainability, and customer-centricity, Dr. Martens continues to expand its presence through innovative product lines and a robust digital strategy. The organization fosters a dynamic and inclusive work environment that encourages creativity, collaboration, and continuous growth, making it an ideal place for professionals seeking to make a meaningful impact in the fashion and footwear industry.

About The Role The Customer Service Analyst role at Dr. Martens plc is a pivotal position within the global customer service team, based in Bengaluru. This role works directly alongside the Customer Service Manager – Global Process Owner to deliver critical insights, reporting, and analysis that enhance customer service performance and enrich the overall consumer experience.

As part of a forward-thinking team, the analyst will play a key part in transforming customer service operations towards a more AI-enabled and agentic-led model. Leveraging advanced analytics, automation, and data-driven strategies, the analyst will convert customer contact data—ranging from tickets and conversations to feedback—into actionable recommendations that foster operational efficiency, elevate service quality, and strengthen customer loyalty. This position requires close collaboration with cross-functional teams, including product, technology, logistics, and external partners like BPO providers, to support consumer-centric decision-making and the implementation of innovative AI solutions.

The role is instrumental in ensuring that service performance metrics are transparent, measurable, and continuously optimized to meet evolving business and customer needs.

Qualifications To succeed in this role,



candidates should possess a strong analytical background with proven experience in data analysis, reporting, and insights generation. A bachelor's degree in Business Administration, Data Science, Analytics, or a related field is preferred. Candidates should demonstrate proficiency in data visualization tools such as Tableau, Power BI, or similar platforms, along with excellent skills in SQL or other data querying languages.

Experience with AI-driven analytics, automation tools, and familiarity with customer service platforms is highly desirable. Strong problem-solving abilities, attention to detail, and the capacity to interpret complex data sets into clear, actionable insights are essential. Excellent communication skills are required to effectively present findings to diverse audiences, including senior leadership and cross-functional teams.

The ideal candidate should be adaptable, proactive, and capable of working in a fast-paced environment that demands agility and continuous learning.

Responsibilities Produce and maintain comprehensive reports on customer service performance, ensuring consistent visibility of key metrics, trends, and insights.

Support global customer service process standardization by providing analysis, evidence, and insights that underpin process ownership and continuous improvement initiatives.

Analyze service data to identify drivers of customer contact, satisfaction issues, and opportunities for enhancement.

Collaborate with cross-functional teams to investigate service drivers, resolve recurring issues, and implement customer experience improvement initiatives.

Identify operational efficiency opportunities by conducting root cause analysis and recommending process enhancements to reduce avoidable contact.





Align customer service reporting with broader business KPIs, ensuring that performance measurement supports organizational growth and customer satisfaction goals.

Maintain data quality and governance standards by defining clear data definitions, ensuring reporting accuracy, and flagging data gaps or inconsistencies.

Support the deployment and optimization of AI-driven solutions, such as automation, chatbots, and agent assist tools, to enhance service scalability and proactivity.

Continuously improve reporting tools, dashboards, and insights to increase clarity, usability, and stakeholder engagement.

Perks Dr. Martens offers a comprehensive benefits package designed to support employee well-being and professional development. Employees enjoy competitive compensation, health insurance coverage, and wellness programs.

The company promotes a flexible working environment that encourages work-life balance and supports remote working arrangements where applicable. Additionally, employees have access to ongoing training and development opportunities, including industry certifications and leadership programs, to foster career growth. Dr.

Martens values diversity and inclusion, providing a collaborative workplace culture that celebrates individuality and innovation. The organization also offers various employee engagement initiatives, discounts on products, and recognition programs to reward outstanding contributions and foster a sense of community within the company.

Equal Opportunity Dr. Martens plc is an equal opportunity employer committed to fostering an inclusive environment for all employees. The company values diversity and is dedicated to providing equal employment opportunities regardless of race, gender, age, religion, sexual orientation, disability, or any other protected characteristic.

All hiring decisions are based on merit, qualifications, and business needs. Dr. Martens promotes a culture of respect and inclusion, ensuring that every employee feels valued, supported, and empowered to contribute to the company's success.

📌 Customer Service Analyst (India)
🏢 AgileGrid Solutions
📍 India