MY - CS - Data Analyst
Zeal Group Open · verified Oct 24, 2026 On-site Kuala Lumpur Full-time Mid-level Data Analysis & BI
At a glance
Mid-level Data Analysis & BI role at Zeal Group. Kuala Lumpur · full-time.
Pay not stated Data Analysis & BI salary
RoleData Analysis & BI
SeniorityMid-level
LocationKuala Lumpur
WorkplaceOn-site
EmploymentFull-time
PostedMay 6, 2026 · 5mo ago
Role brief
dataroles summary, based on the employer's posting.
What you'll do
- Track customer service measures such as satisfaction, response and handling times, and resolution rates; surface gaps and improvement steps
- Build dashboards and reports, then share findings in weekly or monthly reviews
- Analyze customer service, operations, and payment data to spot trends and improve service quality and efficiency
- Check how teams use customer service tools and chatbots, then recommend workflow or system changes
- Assess chatbot outcomes and work with technology teams on data-led improvements and automation opportunities
What you bring
- A diploma or degree in data analytics, business, IT, or a related discipline
- One to three years in data analysis, reporting, or comparable work
- Strong Excel or Google Sheets skills, including formulas and pivot tables
Who this fits
This mid-level role suits someone who can turn operational data into clear recommendations and communicate findings across teams. The position is based on-site in Kuala Lumpur.
From the employer
Key Responsibilities
1. Customer Service Performance Monitoring (KPI)
- Track and analyze key Customer Service KPIs such as CSAT, response time, handling time, and resolution rate
- Develop and maintain dashboards and reports to provide clear performance visibility
- Identify performance gaps and recommend actionable improvements
2. Data Analysis & Insights
- Analyze data across Customer Service, Operations, and Payment teams to identify trends, issues, and opportunities
- Provide insights to improve service quality, operational efficiency, and customer satisfaction
- Support regular reporting (weekly/monthly) and business reviews
3. System Usage & Process Optimization
- Monitor the usage and effectiveness of CS tools (e.g., ticketing systems, CRM platforms, chatbot solutions)
- Ensure proper system adoption and highlight gaps in usage or workflow inefficiencies
- Recommend enhancements to processes and system workflows
4. AI & Automation Support
- Track and evaluate chatbot performance (e.g., resolution rate, fallback scenarios)
- Identify opportunities to reduce manual workload through automation•
- Collaborate with Tech teams to improve AI tools using data-driven insights
5. Cross-functional Collaboration
- Work closely with CX, Product, and Technology teams to support business initiatives
- Assist with ad hoc data analysis and reporting requests as required
Requirements
Requirements
- Diploma or Degree in Data Analytics, Business, IT, or related fields
- 1–3 years of experience in data analysis, reporting, or similar roles (experience in Customer Service environment is an advantage)
- Strong proficiency in Excel or Google Sheets (e.g., formulas, pivot tables)
- Basic knowledge of SQL is preferred
- Experience with data visualization tools (e.g., Power BI, Tableau) is a plus
- Strong analytical thinking, problem-solving, and communication skills
Benefits
What we can offer you:
- Life Insurances
- Team Building
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