Data Analyst - Customer Service at PalmPay

DUTIES AND RESPONSIBILITIES:

• Monitoring and analyzing key performance indicators such as connection rate and satisfaction rate ect.;
• Motivates, guides, and mentors team members to exceed goals and creates a positive environment on a day-to-day basis;
• Communicates team goals, project updates, and staff performance with the management team;
• Creates an atmosphere centered on delivering superior customer service at all times
• Provide analysis reports of the performance of the customer service team;
• Advises management in hiring and termination decisions when necessary;
• Oversees work quality and verifies satisfactory meeting of company standards;
• Works with management team to set and evaluate projects and overall goals;
• Tracks and records the service goal, employee development, and department records and statistics.

QUALIFICATIONS:
Language Proficiency:

• English and/or Mandarin

Education:

• Bachelor’s degree in Business Administration, Operations Management, Economics, or a related field.

Experience:

• Proven experience in operations analysis, process improvement, or a related role.
• Experience working in or with Mandarin-speaking regions is preferred.

Skills:

• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau).
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Attention to detail and strong organizational skills.