Customer Service Insights Architect

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

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,