Key Responsibilities
1. Customer Service Performance Monitoring (KPI)
- Track and analyze key Customer Service KPIs such as CSAT, response time, handling time, and resolution rate
- Develop and maintain dashboards and reports to provide clear performance visibility
- Identify performance gaps and recommend actionable improvements
2. Data Analysis & Insights
- Analyze data across Customer Service, Operations, and Payment teams to identify trends, issues, and opportunities
- Provide insights to improve service quality, operational efficiency, and customer satisfaction
- Support regular reporting (weekly/monthly) and business reviews
3. System Usage & Process Optimization
- Monitor the usage and effectiveness of CS tools (e.g., ticketing systems, CRM platforms, chatbot solutions)
- Ensure proper system adoption and highlight gaps in usage or workflow inefficiencies
- Recommend enhancements to processes and system workflows
4. AI & Automation Support
- Track and evaluate chatbot performance (e.g., resolution rate, fallback scenarios)
- Identify opportunities to reduce manual workload through automation•
- Collaborate with Tech teams to improve AI tools using data-driven insights
5. Cross-functional Collaboration
- Work closely with CX, Product, and Technology teams to support business initiatives
- Assist with ad hoc data analysis and reporting requests as required
Requirements
- Diploma or Degree in Data Analytics, Business, IT, or related fields
- 1–3 years of experience in data analysis, reporting, or similar roles (experience in Customer Service environment is an advantage)
- Strong proficiency in Excel or Google Sheets (e.g., formulas, pivot tables)
- Basic knowledge of SQL is preferred
- Experience with data visualization tools (e.g., Power BI, Tableau) is a plus
- Strong analytical thinking, problem-solving, and communication skills
What we can offer you:
- Life Insurances
- Team Building
