MY - CS - Data Analyst

Zealgroup; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Life Insurances

Team Building

Job summary

Zealgroup in Kuala Lumpur is seeking a Data Analytics Specialist to monitor customer service KPIs, build dashboards, and deliver actionable insights that improve service quality and efficiency. The role focuses on CSAT, response time, handling time, and resolution rate, translating data into clear recommendations for leadership.

You will analyze data across Customer Service, Operations, and Payments, support weekly and monthly reviews, and collaborate with CX, Product, and Tech teams to optimize

Qualifications

• 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 (Power BI, Tableau) is a plus.
• Strong analytical thinking, problem-solving, and communication skills.

Responsibilities

• 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
• 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
• 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
• 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
• Work closely with CX, Product, and Technology teams to support business initiatives
• Assist with ad hoc data analysis and reporting requests as required

Skills

Excel & Sheets

SQL basics

Data visualization

Analytical thinking

Communication skills

Customer service experience

Education

Diploma or Degree in Data Analytics/IT

Tools

Power BI

Tableau

Job 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

  • 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