Be part of a dynamic team for one of Singapore's leading retail groups
Do you have experience in Data Analysis, Reporting & System Maintenance?
Apply now
Job Description
We are seeking a highly motivated and detail-oriented Service Analytics Executive to cover maternity leave.
The successful candidate will be responsible for supporting our Customer Service operations through data analysis, reporting, and system maintenance, primarily focusing on Zendesk and Robotic Process Automation (RPA) initiatives.
This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to collaborate effectively with various stakeholders.
Key Responsibilities:
- Manage and maintain Zendesk accounts, including store and workflow setup, and ensure efficient license utilization.
- Develop, maintain, and update custom BigQuery queries for Zendesk data and various operational dashboards.
- Serve as a Subject Matter Expert (SME) for Zendesk-related workflows and automations.
- Support and consult on RPA projects, including creating and maintaining RPA workflows in collaboration with the development team.
- Lead innovative CS projects such as Voicebot and Chatbot.
- Prepare and update monthly Customer Service performance reports.
- Conduct ad-hoc data analysis to support business decision-making.
- Oversee webform updates and troubleshoot issues with developers.
- Ensure reporting mechanisms are in place and maintained for new Zendesk workflows.
Requirements:
- Min.
Diploma/Degree in a related field.
- Proven experience in data analysis, reporting, and dashboard creation.
- Familiarity with Zendesk or similar customer service platforms.
- Experience with SQL querying, preferably in BigQuery.
- Understanding of RPA concepts and workflow management.
- Strong attention to detail and accuracy.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple priorities.
- Proactive problem-solver with a continuous improvement mindset.
- Singaporeans Only.
Apply today and be part of a dynamic team for one of Singapore's leading retail groups
Interested applicants -> Simply click apply below with your updated resume :)
We regret to inform that only shortlisted candidates will be notified
Thank you
Ng Shirlyleen (R
RecruitFirst Pte Ltd (E.A.13C6342)