Data Analyst - Customer Service

United States
Full Time
Experienced
ABOUT:

PalmPay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets this year. We’re reinventing the payment experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are looking for a skilled Mandarin-speaking Operations Analyst to join our Customer Service team at PalmPay. In this role, you will be responsible for ensuring operational efficiency and delivering excellent customer experiences. This role involves analyzing data, improving processes, and ensuring efficient and effective business operations. Your main focus will be on analyzing customer service operations, identifying areas for improvement, and implementing strategies to enhance service delivery.


DUTIES AND RESPONSIBILITIES:
  • Monitoring and analyzing key performance indicators such as connection rate and satisfaction rate ect.;
  • Motivates, guides, and mentors team members to exceed goals and creates a positive environment on a day-to-day basis;
  • Communicates team goals, project updates, and staff performance with the management team;
  • Creates an atmosphere centered on delivering superior customer service at all times
  • Provide analysis reports of the performance of the customer service team;
  • Advises management in hiring and termination decisions when necessary;
  • Oversees work quality and verifies satisfactory meeting of company standards;
  • Works with management team to set and evaluate projects and overall goals;
  • Tracks and records the service goal, employee development, and department records and statistics.

QUALIFICATIONS:

Language Proficiency:
  • English and/or Mandarin
Education:
  • Bachelor’s degree in Business Administration, Operations Management, Economics, or a related field.
Experience:
  • Proven experience in operations analysis, process improvement, or a related role.
  • Experience working in or with Mandarin-speaking regions is preferred.
Skills:
  • Strong analytical and problem-solving skills.
  • Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau).
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple tasks and projects simultaneously.
  • Attention to detail and strong organizational skills.
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