Senior Data Analyst-Customer Service Platform - Singapore - TIKTOK PTE. LTD.

Description

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

About Our Team

The Customer Service Platform (CSP) is a team that integrate the product technology resources of the company's internal customer service system. Our mission is to provide users with efficient self-service solutions and provide agents with convenient tools so as to improve customer service experience.

Responsibilities:

Responsible for building and improving overseas e-commerce business customer service data evaluation and monitoring system, including service experience topics and service efficiency topics.

Conduct in-depth analyses with the objective of enhancing service experience and optimizing service efficiency to contribute to our business objectives. For instance, we can generate recommendations for improving service experience, considering factors like product features, solutions (compensation plans, etc.), and service processes. We can also optimize overall service efficiency by analyzing strategies such as agent empowerment tools, agent scheduling, and appointment callbacks. We aim to refine plan settings.

Identify service anomalies based on user interaction patterns to minimize the occurrence of public sentiment issues. Identify critical signals to aid in the detection of bugs and user experience related issues.

Clearly assess the impact of our services on business value. Explore the effects on repurchase and customer retention from both user and issue-related perspectives. Define service priorities and enhance service ROI.

Qualifications:

Bachelor's degree with a background in Math, Economics, Computer Science, Statistics, or other quantitative fields;

5 years experience of Data Analytics.

Expert experience pulling large and complex data using SQL and writing data pipelines.

Experience with a data visualization tool (e.g. Tableau);

Prefer to Have:

Experience doing quantitative analysis;

Development experience in at least one scripting language (Python,etc.);

Excellent verbal and written English communication skills;

Experience with large data sets and distributed computing (Hive/Hadoop).

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at