Business Analyst, Customer Service

1 week ago

Singapore Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationSingaporeThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

**About the Team**:

- The Shopee Regional Logistics team is committed to providing Shopee's users with the best e-commerce logistics experience in the most cost-effective way. Positioned at the crossroads of Business, Operations, and Product, the team strives to enhance delivery speed and reliability by creating innovative services to exceed users' expectations. Using the latest technology and data-driven strategies, the team optimises the entire logistics value chain, from seller to the last-mile delivery, and pre-purchase to order completion. With access to extensive data, the team gains insights into logistics operations and user preferences to deep-dive and solve pain points from a first-principles basis.- The Customer Service and Fleet Quality Business Analyst will play a pivotal role in ensuring a seamless and customer-centric experience during user contacts and enquiries, and delivery interactions for our logistics operations. This role emphasises a deep dive into user contacts and interactions, focusing on improving key performance metrics and driving improvements in customer satisfaction through policy, process, and system improvements.- Establish and maintain a comprehensive system for tracking and analysing user contacts and user metrics, including contact rate, CSAT (Customer Satisfaction), resolution time, and buyer communications compliance
- Utilise customer feedback, surveys, and contact data to gain insights into pain points and opportunities for enhancement
- Conduct detailed analyses of customer interactions, identifying patterns, trends, and areas for improvement
- Work with product and market teams to drive continuous improvement initiatives, implementing changes to systems, policy, processes, SOPs that directly impact the customer experience
- Design framework for local agents’ and fleets’ performance management. Maintain and improve our internal training process, systems and knowledge base
- Regularly review and update customer service protocols to align with industry best practices and evolving customer expectations

**Requirements**:

- Professional experience in customer service or fleet quality analyst roles in experience-focused organisations is a plus
- Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions; experience with SQL is a plus
- Knowledge of logistics and supply chain operations is highly desirable
- Strong attention to detail and the ability to work under pressure in a fast-paced environment
- Strong communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders

  • Customer Service Business Analyst

    2 weeks ago

    Singapore SATO GLOBAL BUSINESS SERVICES PTE. LTD. Full time

    **Job Highlights: - 1. Hybrid Working Arrangement _ - 2. Flexi-Working Hour Arrangement _ - 3. Great Learning Opportunities**Accountabilities & Tasks**: - Gather service business data, develop, and maintain a reporting dashboard. - Explore and analyze data using statistical and visualize techniques. - Using the analyzed data to identify gaps and new service...

  • IT Business Analyst banking

    3 days ago

    Singapore DECIMAL BUSINESS SOLUTIONS PTE. LTD. Full time

    **Required - **Business Analyst (Banking Domain) **Location - Singapore** **Experience **- 6+ years **JD / Technical Competencies: - SQL report writing experience with deep data model knowledge and able to develop complex queries across multiple tables. - Bachelor’s degree or the equivalent combination of education and experience is required....

  • Service Now Business Analyst

    1 week ago

    Singapore ACCA Careers Full time

    Join to apply for the Service Now Business Analyst role at ACCA Careers 4 days ago Be among the first 25 applicants Join to apply for the Service Now Business Analyst role at ACCA Careers Get AI-powered advice on this job and more exclusive features. Act as a liaison between business stakeholders and technical teams to gather, document, and validate...

  • Service Now Business Analyst

    1 week ago

    Singapore ACCA Careers Full time

    Join to apply for the Service Now Business Analyst role at ACCA Careers 4 days ago Be among the first 25 applicants Join to apply for the Service Now Business Analyst role at ACCA Careers Get AI-powered advice on this job and more exclusive features. Act as a liaison between business stakeholders and technical teams to gather, document, and validate...

  • Business Analyst

    3 days ago

    Singapore Novel Sunkris Business Solutions Pte Ltd Full time

    **Job Purpose**: IPB Singapore is seeking a Business Analyst with eSignature SaaS platform knowledge such as DocuSign combined with SharePoint Online solutions experience to join us in our Digital Initiatives Team. The Business Analyst analyzes business processes and applicable automated systems and analyses As-Is systems and provide To-Be solutions. This...

  • Customer Service Analyst

    1 week ago

    Singapore AIA SINGAPORE PRIVATE LIMITED Full time

    The key responsibility of Customer Service Analyst (CSA) is to be the first point of contact for all walk-in customers at the Service Centre. The CSA is expected to provide high service standards to customers who visit the Service Centre. Responsibilities: Provide consistent and positive customer experience to all walk-in customers. To ensure accuracy...

  • Pricing Analyst

    1 week ago

    Singapore FUJIFILM Business Innovation Asia Pacific Full time

    Direct message the job poster from FUJIFILM Business Innovation Asia Pacific Talent Acquisition Partner with Morgan McKinley About FUJIFILM Business Innovation FUJIFILM Business Innovation is a leading provider of document and digital solutions, enabling businesses to transform and thrive in the digital era. Headquartered in Singapore for the Asia Pacific...

  • Business Analyst

    3 days ago

    Singapore MEYZER BUSINESS ADVISORY PTE. LTD. Full time

    Responsibilities Communicate and collaborate with business stakeholders to understand objectives, processes, and challenges. Gather, document, and validate business requirements using interviews, workshops, and analysis techniques. Translate requirements into detailed functional and technical specifications for development teams. Analyze business...

  • Business Analyst

    2 weeks ago

    Singapore AvePoint Full time

    Business Analyst (Senior, 5+ Years Experience Preferred)Business Analyst (Senior, 5+ Years Experience Preferred)Get AI-powered advice on this job and more exclusive features. Overview AvePoint is seeking a Business Analyst with enterprise software solutions experience to join us in our Customer Success division. Overview AvePoint is seeking a Business...

  • Business Analyst

    1 week ago

    Singapore Datasearch Consulting Full time

    Competitive package and benefits- Full-time / Singapore- Business Analyst / Consulting- Singapore **Summary**: - A global financial technology vendor specialize in high-demand financial solutions - Opportunity to grow and learn on the latest technologies in the fintech space - Amazing compensation package and benefits A global financial technology vendor...