Crypto Industry Customer Insights Professional

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Bitget Full time

The Crypto Industry Customer Insights Professional will play a vital role in analyzing customer service trends and best practices in the cryptocurrency industry at Bitget.

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.
Required Skills
  • 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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