Senior Data Analyst, Customer Service Platform

Team Intro
The Customer Service Platform is a set of multi-channel, one-stop intelligent product solutions that help business/customers improve service experience, reduce service costs, improve agent operation efficiency, and realize online resource management, risk management and experience management. We are the Data Analysis team of Customer Service platform. We have many colleagues who are passionate about Data Analysis and Data Science. We serve the Internationalization e-commerce business. Global users will purchase goods through TikTok, and there will be various problems throughout the process. We will use data performance to better serve customers, improve user experience, and enhance customer service efficiency. Here, you can fully utilize your data abilities and gain many Data Analysis-related abilities, including but not limited to Excel, SQL, Python, Tableau, ThinkCell, Machine Learning, large model applications, etc. Come and join us.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Responsible for building and improving overseas e-commerce business customer service data evaluation and monitoring system, including service experience topics and service efficiency topics.
- Conduct in-depth analyses with the objective of enhancing service experience and optimizing service efficiency to contribute to our business objectives. For instance, we can generate recommendations for improving service experience, considering factors like product features, solutions (compensation plans, etc.), and service processes. We can also optimize overall service efficiency by analyzing strategies such as agent empowerment tools, agent scheduling, and appointment callbacks. We aim to refine plan settings.
- Identify service anomalies based on user interaction patterns to minimize the occurrence of public sentiment issues. Identify critical signals to aid in the detection of bugs and user experience related issues.
- Clearly assess the impact of our services on business value. Explore the effects on repurchase and customer retention from both user and issue-related perspectives. Define service priorities and enhance service ROI.