Customer Service Research Analyst

Location: Bitget Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Job Overview: Analyze customer service trends and best practices in the cryptocurrency industry, focusing on live chat, ticketing, and chatbot solutions.

Key Responsibilities

• Benchmark competitors’ customer service performance to identify strengths and improvement areas.
• Research industry-specific customer service challenges and propose innovative solutions.

Customer Experience Evaluation

• Assess live chat interactions, ticket workflows, and chatbot efficiency for crypto-related businesses.
• Develop frameworks to evaluate customer satisfaction, responsiveness, and resolution rates.
• Monitor key performance metrics like response time, resolution time, and user feedback.

Data Analysis & Insights

• Collect and analyze customer service data to identify trends, pain points, and areas for optimization.
• Provide actionable recommendations to enhance customer experience strategies.

Reporting & Recommendations

• Create clear, data-driven reports and presentations summarizing findings and suggesting improvements.
• Recommend enhancements to customer service channels to boost engagement and satisfaction.
• Work closely with product, operations, and customer service teams to align findings with company goals.
• Stay informed about advancements in AI, chatbots, and customer service technologies in the crypto industry.

Job Requirements

Education & Experience

• Diploma or degree in Business, Market Research, Data Analytics, or a related field.
• At least 1 year of experience in market research, customer service analysis, or a similar role. Experience in the cryptocurrency or fintech industry is preferred.

Skills & Knowledge

• Strong understanding of customer service platforms, including live chat, ticketing systems, and chatbots.
• Familiarity with cryptocurrency ecosystems, blockchain technology, and user personas is an advantage.
• Proficiency in data analysis tools like Excel or Tableau.
• Experience using customer service tools such as Zendesk or Sprinklr is a plus.

Analytical & Communication Skills

• Excellent analytical skills to interpret data and generate insights.
• Strong written and verbal communication skills for clear and concise reporting.
• Detail-oriented, organized, and capable of managing multiple projects effectively.
• Proactive and curious, with a passion for understanding customer behavior and improving experiences.

Seniority Level

Employment Type

Job Function

Industries