202635-CCMENG Business Systems and Data Engineer

Roles and Responsibilities

• Develop and maintain databases, and data systems to support data-driven decision-making in customer service operations
• Streamline internal processes to ensure efficient data generation, analytics workflows, and automating workflows to ensure real-time analytics and performance tracking
• Use statistical tools to identify, analyze, and interpret patterns and trends in complex data sets for diagnosis and prediction
• Perform analysis with actionable insights and provide regular reporting to management for business strategy and decision
• Drive our Customer Experience (CX) strategy by continuously evaluating and refining our CX framework to ensure seamless interactions across all touchpoints
• Work closely with programmers, engineers, and officers to identify process improvement opportunities and propose system enhancements
• Design, coordinate, and analyze customer satisfaction surveys, including Net Promoter Score (NPS), Customer Effort Score (CES), and other relevant customer experience metrics
• Process and analyze both structured and unstructured customer feedback data (e.g., survey open-ended responses, complaint logs, call transcripts) to identify service gaps and improvement opportunities

Requirements

• Qualification
  • Bachelor's degree graduate major in Mathematics, Statistics, Computer Science, Business Administration, or a related discipline
  • Relevant work experience in customer service operations, data analytics, or both is highly preferred

• Computer Literacy
  • Proficient in MS Office applications, Power BI and SPSS
  • Hands-on experience with scripting languages (e.g. Python, VBA, SQL, Oracle)
  • Experience with survey tools (e.g., Qualtrics, Google Forms) and text analytics is an advantage

• Language Skills
  • Proficient in spoken and written Chinese and English
  • Knowledge of Mandarin is an advantage

• Others
  • Exceptional oral and written communication skills
  • Strong ability to analyze and interpret business data
  • Strong creativity, organization and execution skills
  • Able to work and make decisions under pressure
  • Outing, attention to detail and able to multitask and prioritize projects

Interested parties should send their curriculum vitae, academic transcripts, and copies of professional related certificates, quoting the respective reference number, email to recruit@cem-macau.com or post to Macau P.O. Box 468.

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