MY - CS - Data Analyst

<h2>Key Responsibilities</h2><h2>1. Customer Service Performance Monitoring (KPI)</h2><ul>
<li>Track and analyze key Customer Service KPIs such as CSAT, response time, handling time, and resolution rate</li>
<li>Develop and maintain dashboards and reports to provide clear performance visibility</li>
<li>Identify performance gaps and recommend actionable improvements</li>
</ul><h2>2. Data Analysis &amp; Insights</h2><ul>
<li>Analyze data across Customer Service, Operations, and Payment teams to identify trends, issues, and opportunities</li>
<li>Provide insights to improve service quality, operational efficiency, and customer satisfaction</li>
</ul><ul><li>Support regular reporting (weekly/monthly) and business reviews</li></ul><h2>3. System Usage &amp; Process Optimization</h2><ul>
<li>Monitor the usage and effectiveness of CS tools (e.g., ticketing systems, CRM platforms, chatbot solutions)</li>
<li>Ensure proper system adoption and highlight gaps in usage or workflow inefficiencies</li>
<li>Recommend enhancements to processes and system workflows</li>
</ul><h2>4. AI &amp; Automation Support</h2><ul>
<li>Track and evaluate chatbot performance (e.g., resolution rate, fallback scenarios)</li>
<li>Identify opportunities to reduce manual workload through automation•</li>
<li>Collaborate with Tech teams to improve AI tools using data-driven insights</li>
</ul><h2>5. Cross-functional Collaboration</h2><ul>
<li>Work closely with CX, Product, and Technology teams to support business initiatives</li>
<li>Assist with ad hoc data analysis and reporting requests as required</li>
</ul><h2>Requirements</h2><h2>Requirements</h2><ul>
<li>Diploma or Degree in Data Analytics, Business, IT, or related fields</li>
<li>1–3 years of experience in data analysis, reporting, or similar roles (experience in Customer Service environment is an advantage)</li>
<li>Strong proficiency in Excel or Google Sheets (e.g., formulas, pivot tables)</li>
<li>Basic knowledge of SQL is preferred</li>
<li>Experience with data visualization tools (e.g., Power BI, Tableau) is a plus</li>
<li>Strong analytical thinking, problem-solving, and communication skills</li>
</ul><h2>Benefits</h2><h2>What we can offer you:</h2><ul>
<li>Life Insurances</li>
<li>Team Building</li>
</ul>