MY - CS - Data Analyst

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 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