# MY - CS - Data Analyst

**Company:** [Zeal Group](http://jobs.workable.com/companies/dc5EH8GvqmpfxZUC46wv67.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer service

[Apply for this job](http://jobs.workable.com/view/824a0630-09c4-4f07-b8ce-e1971f2e9913)

## Description

**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**

-   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

**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