Customer Service Data & Insights Analyst

Hytech Consulting Management Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hytech Consulting Management Sdn Bhd seeks a Customer Service Data & Insights Analyst to turn CS data into actionable insights that improve operational efficiency, customer experience, and business performance. The role covers self-service, AI/bot, and human support journeys while collaborating with CS Operations and analytics teams to enable data-driven decisions.

You will build dashboards, track CS KPIs/OKRs, and translate findings into concrete recommendations for improvements across Zendesk,

Qualifications

• 3+ years of experience in Data Analytics, Business Analytics, Operations Analytics or Customer Experience Analytics.
• Strong SQL and Excel/Google Sheets skills.
• Experience with BI tools such as Power BI, Tableau or Looker.
• Strong analytical and problem-solving skills, with the ability to independently investigate data and identify root causes.
• Able to translate analysis into actionable business recommendations and communicate insights clearly to stakeholders.
• Experience with Zendesk, CRM, Contact Center or Customer Service data is preferred.
• Experience with Python and modern data platforms such as Snowflake, Databricks, Data Lake, or similar technologies is a plus.
• Experience using AI or AI-powered tools for data analysis, insight generation, text/customer feedback analysis, or analytics automation is highly preferred.

Responsibilities

• Analyze end-to-end Customer Service performance across self-service, AI/bot and human-assisted channels, including contact volume, self-service and bot resolution, transfer rate, drop-off rate, SLA, response/resolution time, CSAT/DSAT, backlog and productivity.
• Evaluate self-service and bot performance to identify where customers successfully resolve issues, where journeys break down, and where customers are transferred to human support.
• Identify trends, operational gaps, customer pain points and root causes across brands, markets, channels and contact reasons/intents.
• Partner with QC/VOC to analyze customer feedback, complaints and service quality issues.
• Identify and quantify opportunities for process improvement, Zendesk optimization, Automation and AI.
• Establish baseline metrics and measure the business impact and ROI of improvement projects, including changes in contact volume, resolution, customer experience and operational efficiency.
• Build dashboards and provide clear management insights, recommendations and priorities.
• Support CS KPI/OKR tracking, performance analysis and ad-hoc business analysis.

Skills

SQL

Excel/Google Sheets

Power BI

Tableau

Looker

Analytical thinking

Tools

Zendesk

Snowflake

Databricks

Data Lake

Job description

Customer Service Data & Insights Analyst

We are looking for a Customer Service Data & Insights Analyst to turn CS data into actionable insights that improve operational efficiency, customer experience, and business performance.

This role will analyze the full customer support journey from Self-Service to AI/Bot to Human Support, identify performance gaps and improvement opportunities, and measure the business impact of CS technology, Automation and AI initiatives.

The role will work closely with CS Operations, Zendesk, QC/VOC, Automation and AI teams to support data-driven decisions and continuous improvement.

Key Responsibilities

• Analyze end-to-end Customer Service performance across self-service, AI/bot and human-assisted channels, including contact volume, self-service and bot resolution, transfer rate, drop-off rate, SLA, response/resolution time, CSAT/DSAT, backlog and productivity.
• Evaluate self-service and bot performance to identify where customers successfully resolve issues, where journeys break down, and where customers are transferred to human support.
• Identify trends, operational gaps, customer pain points and root causes across brands, markets, channels and contact reasons/intents.
• Partner with QC/VOC to analyze customer feedback, complaints and service quality issues.
• Identify and quantify opportunities for process improvement, Zendesk optimization, Automation and AI.
• Establish baseline metrics and measure the business impact and ROI of improvement projects, including changes in contact volume, resolution, customer experience and operational efficiency.
• Build dashboards and provide clear management insights, recommendations and priorities.
• Support CS KPI/OKR tracking, performance analysis and ad-hoc business analysis.

Requirements

• 3+ years of experience in Data Analytics, Business Analytics, Operations Analytics or Customer Experience Analytics.
• Strong SQL and Excel/Google Sheets skills.
• Experience with BI tools such as Power BI, Tableau or Looker.
• Strong analytical and problem-solving skills, with the ability to independently investigate data and identify root causes.
• Able to translate analysis into actionable business recommendations and communicate insights clearly to stakeholders.
• Experience with Zendesk, CRM, Contact Center or Customer Service data is preferred.
• Experience with Python and modern data platforms such as Snowflake, Databricks, Data Lake, or similar technologies is a plus.
• Experience using AI or AI-powered tools for data analysis, insight generation, text/customer feedback analysis, or analytics automation is highly preferred.

What We Are Looking For

We are looking for someone who can go beyond producing reports and dashboards to proactively identify business problems, investigate root causes, provide actionable recommendations, and measure the impact of improvements. The ideal candidate should be able to connect data across the customer support journey and translate it into meaningful insights that support better decision-making and drive continuous improvement across Customer Service.