Senior Executive (Service Analytics)
- Joo Koon, Singapore
- Permanent
- Full-time
- 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.
- Bachelor / Diploma in Computer Science with 2-3 years 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.