Senior Executive (service Analytics)

Joo Koon, Singapore, Singapore

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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

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.

Shortlisted candidates will be offered a 6 month agency contract employment.

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