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 inefficien...
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