We're looking for a Customer Experience & Automation Analyst who thrives at the intersection of customer support, technology, and data analytics.
In this role, you'll be the driving force behind our Zendesk optimization, automation (RPA) initiatives, and data-driven decision making — all while working on exciting innovations like Chatbots and Voicebots.
Start in Oct, 6 months contract (Maternity Cover)
Mon- Fri: 8.30am – 6.00pm
West, 1 min walk near MRT
Key Responsibilities:
• Manage and enhance Zendesk accounts, workflows, and license usage to ensure optimal performance.
• Create and maintain custom SQL (BigQuery) dashboards and queries to monitor operations.
• Serve as the Subject Matter Expert (SME) for Zendesk workflows and automations.
• Co-develop and support Robotic Process Automation (RPA) to streamline CS processes.
• Lead cutting-edge innovation projects including Chatbots, Voicebots, and workflow automation .
• Prepare monthly performance and operational reports to support strategic decisions.
• Perform data analysis and reporting to guide customer service improvements.
• Manage and troubleshoot webforms in collaboration with developers.
• Ensure accurate reporting and system functionality for new implementation
Requirements:
• Min.
Degree required.
• Proven experience in data analysis, system maintenance, and dashboard creation.
• Strong expertise in SQL (BigQuery preferred) and solid understanding of RPA workflows
• Familiarity with Zendesk or other customer service platforms
• Experience in end-to-end User Acceptance Testing (UAT)
Click APPLY with your resume
We regret to inform that only shortlisted candidates will be notified
Lavia Tay (R
RecruitFirst Pte Ltd (E.A.13C6342)