MY - CS - Data Analyst

Zeal Group · Kuala Lumpur

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

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

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: