Business Analyst, Customer Service & Fleet Quality - Regional Logistics, Regional SPX Express

0-2 years
5 months ago 1 Applied
Job Description

Job Description:

The Customer Service and Fleet Quality Business Analyst will play a pivotal role in ensuring a seamless and customer-centric experience during user contacts and enquiries, and delivery interactions for our logistics operations. This role emphasises a deep dive into user contacts and interactions, focusing on improving key performance metrics and driving improvements in customer satisfaction through policy, process, and system improvements.

  • Establish and maintain a comprehensive system for tracking and analysing user contacts and user metrics, including contact rate, CSAT (Customer Satisfaction), resolution time, and buyer communications compliance
  • Utilise customer feedback, surveys, and contact data to gain insights into pain points and opportunities for enhancement
  • Conduct detailed analyses of customer interactions, identifying patterns, trends, and areas for improvement
  • Work with product and market teams to drive continuous improvement initiatives, implementing changes to systems, policy, processes, SOPs that directly impact the customer experience
  • Design framework for local agents and fleets performance management. Maintain and improve our internal training process, systems and knowledge base
  • Regularly review and update customer service protocols to align with industry best practices and evolving customer expectations

Requirements:

  • Degree in STEM or subjects with an analytical component
  • Professional experience in customer service or fleet quality analyst roles in experience-focused organisations is a plus
  • Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions experience with SQL is a plus
  • Knowledge of logistics and supply chain operations is highly desirable
  • Strong attention to detail and the ability to work under pressure in a fast-paced environment
  • Strong communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders

JOB TYPE

Function

About
Job Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

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