Customer Data Analyst / Business Analyst 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. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and Analyst Industries Securities and Commodity Exchanges
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