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 inefficien...