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 .

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