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We are seeking a highly motivated and detail-oriented Temporary 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.
● Act as a Fire Warden IC (Incident Commander) for safety protocols.
Job Requirements
● 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.
