MY - CS - Data Analyst

Key Responsibilities

• 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
• 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
• 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
• 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
• 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 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

Benefits What we can offer you:

• Life Insurances
• Team Building