Customer Support and Analytics Consultant

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Bitget Full time

We are seeking a highly skilled Customer Support and Analytics Consultant to join our team at Bitget. In this role, you will be responsible for analyzing customer service trends and best practices in the cryptocurrency industry.

Key Responsibilities
  • Benchmark competitors' customer service performance to identify strengths and areas for improvement.
  • Research industry-specific customer service challenges and propose innovative solutions.
Customer Experience Evaluation
  • Assess live chat interactions, ticket workflows, and chatbot efficiency for crypto-related businesses.
  • Develop frameworks to evaluate customer satisfaction, responsiveness, and resolution rates.
  • Monitor key performance metrics like response time, resolution time, and user feedback.
Data Analysis & Insights
  • Collect and analyze customer service data to identify trends, pain points, and areas for optimization.
  • Provide actionable recommendations to enhance customer experience strategies.
Job RequirementsEducation & Experience
  • Diploma or degree in Business, Market Research, Data Analytics, or a related field.
  • At least 1 year of experience in market research, customer service analysis, or a similar role.
Skills & Knowledge
  • Familiarity with cryptocurrency ecosystems, blockchain technology, and user personas is an advantage.
  • Proficiency in data analysis tools like Excel or Tableau is essential.
  • Experience using customer service tools such as Zendesk or Sprinklr is a plus.


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