End-to-End CS Analytics & Insights Specialist

Atome

Kuala Lumpur

On-site

MYR 110,000 - 170,000

Full time

8 days ago

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Job summary

Atome in Kuala Lumpur, Malaysia, is seeking a Customer Service Data & Insights Analyst to turn CS data into actionable insights that improve operational efficiency, customer experience, and business performance.

You will analyze the full customer support journey from self-service to AI/bot to human support, identify performance gaps, and measure the impact of CS technology, automation and AI initiatives. Collaboration with CS Operations, Zendesk, QC/VOC, and Automation teams is essential.

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.
Ability to translate analysis into actionable business recommendations and communicate insights clearly to stakeholders.
Experience with Zendesk, CRM, Contact Center or CS data preferred.

Responsibilities

Analyze end-to-end Customer Service performance across self-service, AI/bot and human-assisted channels.
Evaluate self-service and bot performance to identify resolution gaps and transfer points to human support.
Identify trends and root causes across brands, markets, channels and intents.
Partner with QC/VOC to analyze customer feedback and service quality issues.
Identify opportunities for process improvement, Zendesk optimization, Automation and AI.
Establish baseline metrics and measure business impact and ROI of improvements.
Build dashboards and provide management insights, recommendations and priorities.
Support CS KPI/OKR tracking and ad-hoc business analysis.