Analyst, Customer Service Operations

Analyze customer interactions, detect issues, and transform operational data into actionable insights. Support continuous improvement and scalable service excellence.

Overview

Department

Operations

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

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Requirements

Bachelor’s degree in Business Analytics, Operations Management, Statistics, or a related field

1–3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments

Proficiency in SQL and one or more BI tools (e.g., Power BI, Tableau)

Strong analytical and critical thinking skills with a data-driven mindset

Effective communication skills to distill complex information into simple, compelling narratives

Collaborative, solutions-oriented attitude with a passion for continuous improvement

Familiarity with Zendesk, Salesforce, or other CRM/ticketing platforms

Exposure to risk operations, payment issues, or fraud detection processes

Knowledge of Lean Six Sigma or continuous improvement frameworks

Responsibilities

Monitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues.

Analyst insights into derive clear and actionable recommendations that support operational effectiveness and business decisions.

Leverage tools to investigate anomalies or spikes in customer service metrics; formulate hypotheses and document findings to inform service recovery plans, process enhancements, and issue prevention.

Collaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience.

Partner closely with team leads, frontline agents, and the Operations Intelligence function to ensure consistency in insights, align on priorities, and support the successful implementation of operational initiatives.

Benefits

Competitive remuneration package (Basic Salary + Yearly Bonus).

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits per annum (Training & Wellness)

Convenient workplace (5 minutes walk from MRT TRX).

Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.

Employee engagement, recognition and appreciation program.

Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.