Cx Analyst

**Responsibilities**:

- Track customer experiences across multiple channels (Marketplace, Website, Social Media, WhatsApp).
- Identify customer needs and take proactive measures to maintain positive experiences.
- Collaborate with internal teams—marketing, sales, product development, research, and customer service—to improve customer satisfaction.
- Handle post-sales complaints and create a monthly analysis report with an accompanying improvement plan.
- Oversee and support customer service agents in their daily tasks, including answering questions, reviewing and processing incentives, and managing salaries.
- Conduct regular training sessions to uphold customer service quality standards.
- Manage and update the FAQ repository and Customer Service SOPs.
- Collect, track, and analyze customer feedback, recommending improvements based on gathered insights.
- Measure key metrics such as customer relationships, CSAT, and NPS to evaluate CX performance.
- Ensure CX strategies align with broader marketing and business goals.

**Requirements**:

- Any experience or significant interest towards CX research industry would be a plus
- Extensive experience in gathering and interpreting customer experience information
- Strong ability in complaint management, product knowledge, and conducting Customer Service training
- Familiar with customer service journeys in the marketplace (Shopee, Tiktok, Lazada, etc.)
- Data Driven; strong analytical & critical thinking
- Proficiency in Ms. Excel and data processing tools such as Power BI, SPSS, Rapidminer, etc.
- Ability to interpret large amounts of data
- Good analytical skills and experience generating reports
- Have the ability to manage multiple projects simultaneously
- Have good ability in time management, communication, collaboration, and problem-solving
- Fluent in English verbally and written