Job Description

Primary Job Role :

The Customer Service Data Analyst is responsible for analyzing customer service and customer interaction data to identify trends, recurring issues, service performance, and opportunities to improve customer experience and operational efficiency. The role will also support the development of performance monitoring, customer issue analysis, and data-driven improvement initiatives while ensuring customer data is handled accurately, securely, and in accordance with applicable data protection and regulatory requirements.

Job Description :

Bachelor's degree in Statistics, Mathematics, Economics, Finance, Computer Science, Information Systems, or related fields.
Minimum 4 years of experience in Data Analysis, Customer Service Analytics, Operations Analytics, or related roles.
Experience in fintech, financial services, e-commerce, telecommunications, or other high-volume customer service environments is a plus.
Strong proficiency in SQL and Microsoft Excel for data analysis and reporting.
Experience using data visualization tools such as Power BI, Tableau, Looker Studio, or similar.
Understanding of Customer Service metrics such as SLA, AHT, FCR, CSAT, response time, resolution time, and backlog.
Strong analytical and problem-solving skills with the ability to identify trends and root causes from large datasets.
Able to translate data into clear, actionable business insights.
Strong communication skills and comfortable working with cross-functional teams.
High attention to detail and strong data accuracy mindset.
Experience with Python, BigQuery, Presto, or similar tools is a plus.
Knowledge of customer data privacy and applicable fintech regulations is a plus.

Job Qualifications :

Bachelor's degree in Statistics, Mathematics, Economics, Finance, Computer Science, Information Systems, or related fields.
Minimum 4 years of experience in Data Analysis, Customer Service Analytics, Operations Analytics, or related roles.
Experience in fintech, financial services, e-commerce, telecommunications, or other high-volume customer service environments is a plus.
Strong proficiency in SQL and Microsoft Excel for data analysis and reporting.
Experience using data visualization tools such as Power BI, Tableau, Looker Studio, or similar.
Understanding of Customer Service metrics such as SLA, AHT, FCR, CSAT, response time, resolution time, and backlog.
Strong analytical and problem-solving skills with the ability to identify trends, patterns, and root causes from large datasets.
Able to translate complex data findings into clear, actionable insights and recommendations for both technical and non-technical stakeholders.
Fluent in English, both written and verbal, with the ability to communicate, present analytical findings, and collaborate effectively with English-speaking stakeholders.
Strong communication skills and comfortable working with cross-functional teams.
High attention to detail with a strong focus on data accuracy and consistency.
Ability to work in a fast-paced environment, manage multiple priorities, and adapt to changing business needs.
Experience with Python, BigQuery, Presto, or similar tools is a plus.
Knowledge of customer data privacy and applicable fintech regulations is a plus.

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