Business Analyst - Customer Service Quality, Regional Operations

1-2 years
1 Applied
Job Description

Job Description:

  • Identify new business requirements based on areas of improvement for existing customer service tools, programmes, and processes
  • Conduct quantitative/qualitative analysis of pain points/common issues from current regional and local customer service operations
  • Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT (Customer Satisfaction), and contact time
  • Support local customer service agents performance monitoring and build, maintain and improve our internal training process, systems and knowledge base
  • Collaborate with various stakeholders, including product owners, developers, and local customer service teams to deliver on customer service projects
  • Build effective data analysis models and reporting processes based on customer service data, feedback and benchmarking of industry best practices

  • Professional experience in user-centric roles/organizations with strong analytical and problem-solving skills. At least 1 to 2 years of experience is preferred
  • Engineering, Mathematics background, enjoys working with numbers, model simulation, experience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutions
  • Experience/proficiency in SQL/Python is a plus
  • Understanding of topics such as CSAT, NPS (Net Promoter Score), or other customer satisfaction metrics is a big plus
  • Ability to view different aspects of a project from a macro perspective while having an eye for detail
  • Ability to communicate and coordinate processes and projects in a clear and succinct manner to internal and external stakeholders
  • Ability to thrive in a dynamic and collaborative environment to make an impact and drive business goals





Job Source:

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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