Role Overview
The Customer Support Data Analyst will work in a hybrid environment, analyzing customer behavior and improving customer experiences. The role involves combining CS data with business data, monitoring KPIs, and proposing improvements to CS operations and products.
What You Will Do
The analyst will provide data and analysis necessary for operations, monitor KPIs, and propose improvements to CS operations and products. They will also build an analysis foundation for the entire CS organization and design and track CS operation KPIs.
Why It Might Be a Fit
The ideal candidate will have at least 3 years of experience in customer support/CS operations, analyzing and improving CS KPIs, and implementing improvement measures. They will also have experience in using SQL, BigQuery, Looker, and spreadsheets for data analysis and aggregation.
Requirements
- Understanding and embodying Mercari Group and each company’s mission and values
- Having at least 3 years of experience in customer support/CS operations
- Analyzing and improving CS KPIs (inquiry volume, productivity, quality, operational KPIs, response rate, and AI resolution rate, etc.) and implementing improvement measures
- Having experience in deploying and establishing systems, tools, and business flows in the field, and improving KPIs
- Having experience in finding issues, involving related parties, and implementing PDCA cycles
Benefits
- Flexible time (with core hours)
- Roppongi work location
- Opportunity to work with a hybrid team
- Chance to contribute to improving and enhancing customer experiences
To apply for this job please visit jobs.workable.com.
Follow us on social media