Customer Data Analyst / Business Analyst
Salary undisclosed
Checking job availability...
Original
Simplified
Job Description:
We are looking for an experienced Data Analyst or Business Analyst to support our Customer Service team. The core responsibilities of this role include building, optimizing, and monitoring data, providing data-driven decision support, enhancing user experience, and offering valuable insights to company executives.
Main Responsibilities:
- Collect, organize, and analyze various customer service data, regularly providing reports and trend analysis to optimize efficiency and service quality.
- Conduct in-depth analysis of key business indicators such as processing time, customer satisfaction, response time, etc., and propose improvement plans based on findings.
- Assist in the formulation and optimization of KPIs for the Customer Service team, evaluating team and individual performance through data-driven assessments.
- Develop and track operational goals for the Customer Service department, ensuring alignment with business objectives and driving performance improvements.
- Stay updated on industry trends and competitor benchmarks, providing competitive analysis and insights.
- Collaborate with cross-functional teams (Product, Operations, Technology, etc.) to ensure seamless data flow and support business decision-making.
- Design and enhance data visualization reports and dashboards for clear and actionable insights.
Job Requirements:
- Bachelor's degree or higher in Statistics, Mathematics, Computer Science, Economics, or a related field (preferred).
- At least 3 years of experience in customer service data analysis, preferably in the finance, e-commerce, or large-scale industries.
- Strong understanding of business analysis, customer service performance metrics, and assessment standards.
- Proficient in customer service data indicators such as CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), AHT (Average Handling Time), etc.
- Expertise in data analysis tools such as Excel, SQL, and strong analytical capabilities.
- Experience with data visualization tools like Power BI, Tableau, Volcengine, or similar platforms to create clear and effective reports.
- Excellent communication and presentation skills, able to explain complex data insights to non-technical teams and senior management.
- Strong business acumen, capable of aligning data analysis with business goals and providing strategic recommendations.
Preferred Qualifications:
- Experience in the financial industry, e-commerce platforms, or large-scale customer service teams.
- Strong ability to integrate business strategy with data-driven decision-making.
Job Description:
We are looking for an experienced Data Analyst or Business Analyst to support our Customer Service team. The core responsibilities of this role include building, optimizing, and monitoring data, providing data-driven decision support, enhancing user experience, and offering valuable insights to company executives.
Main Responsibilities:
- Collect, organize, and analyze various customer service data, regularly providing reports and trend analysis to optimize efficiency and service quality.
- Conduct in-depth analysis of key business indicators such as processing time, customer satisfaction, response time, etc., and propose improvement plans based on findings.
- Assist in the formulation and optimization of KPIs for the Customer Service team, evaluating team and individual performance through data-driven assessments.
- Develop and track operational goals for the Customer Service department, ensuring alignment with business objectives and driving performance improvements.
- Stay updated on industry trends and competitor benchmarks, providing competitive analysis and insights.
- Collaborate with cross-functional teams (Product, Operations, Technology, etc.) to ensure seamless data flow and support business decision-making.
- Design and enhance data visualization reports and dashboards for clear and actionable insights.
Job Requirements:
- Bachelor's degree or higher in Statistics, Mathematics, Computer Science, Economics, or a related field (preferred).
- At least 3 years of experience in customer service data analysis, preferably in the finance, e-commerce, or large-scale industries.
- Strong understanding of business analysis, customer service performance metrics, and assessment standards.
- Proficient in customer service data indicators such as CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), AHT (Average Handling Time), etc.
- Expertise in data analysis tools such as Excel, SQL, and strong analytical capabilities.
- Experience with data visualization tools like Power BI, Tableau, Volcengine, or similar platforms to create clear and effective reports.
- Excellent communication and presentation skills, able to explain complex data insights to non-technical teams and senior management.
- Strong business acumen, capable of aligning data analysis with business goals and providing strategic recommendations.
Preferred Qualifications:
- Experience in the financial industry, e-commerce platforms, or large-scale customer service teams.
- Strong ability to integrate business strategy with data-driven decision-making.