Research Analyst
3 days ago
Bitget Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Research AnalystBitget Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
- Analyze customer service trends and best practices within the cryptocurrency industry, focusing on live chat, ticketing, and chatbot solutions.
- Benchmark competitors' customer service performance, identifying strengths and areas for improvement.
- Research industry-specific customer service challenges and explore innovative solutions to address them.
Customer Experience Evaluation
- Review and assess live chat interactions, ticketing workflows, and chatbot efficiency in crypto-related businesses.
- Develop frameworks to evaluate customer satisfaction, responsiveness, resolution rates, and user sentiment.
- Monitor key performance metrics such as response time, resolution time, and user feedback.
Data Analysis & Insights
- Collect and analyze quantitative and qualitative data to identify trends and pain points in customer service.
- Provide actionable insights and recommendations to enhance customer experience strategies.
Reporting & Recommendations
- Create detailed reports and presentations summarizing findings, supported by visuals and actionable suggestions.
- Propose strategic improvements for customer service channels to boost engagement, retention, and satisfaction.
- Work closely with product, operations, and customer service teams to align research findings with organizational goals.
- Stay updated on advancements in AI, chatbots, and customer service technologies in the crypto industry.
JOB REQUIREMENTS
Education & Experience
- Diploma in Business, Market Research, Data Analytics, or a related field.
- Minimum 1 year of experience in market research, customer service analysis, or a similar role, preferably in the cryptocurrency industry.
Skills & Knowledge
- Strong understanding of customer service platforms, including live chat, ticketing systems, and chatbots.
- Familiarity with cryptocurrency ecosystems, blockchain technology, and crypto user personas.
- Proficiency in data analysis tools such as Excel or Tableau.
- Experience using customer service tools (e.g., Sprinklr, Zendesk) and chatbot platforms.
Analytical & Communication Skills
- Excellent analytical skills to interpret complex data and generate meaningful insights.
- Strong writing and presentation skills to deliver clear, concise reports.
- Critical thinking and problem-solving skills to identify trends and develop effective recommendations.
Other Qualities
- Detail-oriented and organized, capable of managing multiple projects.
- Proactive and curious, with a passion for understanding customer behavior and improving experiences.
- Up-to-date on trends in customer service automation, AI, and industry-specific tools.
Mid-Senior level
Employment typeFull-time
Job functionResearch
IndustriesSecurities and Commodity Exchanges
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