JOB DESCRIPTION
- Review and analyze customer overall experience: Through CSAT/DSAT or any customer satisfaction-related indicators and other sources of customer feedback.
- Detect customer/ business topics: Identifying and conducting basic analysis of all raw data sources including but not limited to customer inquiries/ complaints in all contact channels.
- Customer Center other operations/ project support based on internal assignments
- Data Collection: Connect VOCs from customers (buyers) and current company supply situation/ social sentiment, applying for both E-Commerce and Stores.
- Analysis and insights/ business suggestions:
- Define important/ top prioritized concerns based on collected data.
- Generate insights with highlighted topics through internal irregularities/ top priority focus involving both advantages and improvement areas.
- Make suggestions for customers/ company needs and expectations focusing on topic deep dives, in combination with emerging customer behaviors and market trends.
- Follow up internally within the Customer Center and other departments for follow-up and implementation reports.
- Create/ conduct survey calls for further thematic analysis in case needed.
- On-site (store visits) data collection.
- Compile VOS into VOC
- Support ad hoc research study projects e.g. administrative preparations, customer trends and market studies, reports/ WFM/ backend data support.
REQUIREMENTS
- Bachelor’s degree or higher.
- Experience with Qualitative and Quantitative analysis methodologies
- Good logic in the retail market and consumer trends.
- English: Business level (verbal & written)
- Experience in E-commerce/ Retails is a plus
- Critical and analytical thinking capabilities.
- Enjoys interacting with people including data collection by coming up with supporting topics/ questions and conducting surveys, both internally and externally (stakeholders and customers/ markets).
- Proficient in SQL and MS supporting functions for data and reporting.
- Good at reporting and possess a wide view of various data sources.
- Good teamwork and idea sharing, plus customer-centric mindset and ability to adapt in a high-pressure and global fast-paced environment.
