MY - CS - Data Analyst
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Before you apply
LocationKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Typefull-time
SeniorityEntry
Experience1–3 yrs
DepartmentCustomer service
Company size501–1,000 people
PostedMay 6, 2026 · 6mo ago
Verified live1h ago
At a glanceSummarised by Seekless from the posting.
Diploma or Degree in Data Analytics, Business, IT, or related fields
1–3 years of experience in data analysis, reporting, or similar roles
Strong proficiency in Excel or Google Sheets (e.g., formulas, pivot tables)
Strong analytical thinking, problem-solving, and communication skills
Experience in Customer Service environment is an advantage
Basic knowledge of SQL is preferred
Experience with data visualization tools (e.g., Power BI, Tableau) is a plus
Skills
Excel
Google Sheets
SQL
Power BI
Tableau
Benefits
Life insurance
Team building
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
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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
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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
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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