岗位职责
Key Roles and Responsibilities Collect and analyze customer service related data to identify trends, issues and opportunities for improvement Evaluate and optimize customer service processes to improve efficiency and customer satisfaction through data analysis. Prepare regular reports to provide management with key performance indicators (KPIs) and business insights on customer service. Monitor the performance of the customer service team to ensure that the quality of service meets company standards. Collect and analyze customer behavior to understand customer needs and improve service. Collaborate with other departments to ensure customer service processes are aligned with the company's overall business objectives. Analyze customer data and segment customers in order to provide a more personalized service. Self-manage delivery of analytical projects to drive performance improvement: Defining the business problem Determining the analytical approach Efficiently extract relevant data Appropriately use statistical and data analysis techniques Sharing your findings using impactful data visualizations and efficient communication Balance multiple priorities, updating stakeholders on progress and expected delivery Encourage and train department members in best practice use of Trip.com data, analysis techniques and interpretation.
职位要求
Required Bachelor’s degree in computer science, engineering, mathematics, statistics, data science or a related degree program with outstanding academic results with 5+ years working experience or equivalent MS with 3+ years working experience in analytics area SQL proficiency required: can extract data from large databases using SQL to develop data queries Excellent problem-solving skills including the ability to analyze and resolve complex problems Organized and structured: can manage multiple, competing priorities and deliver results under tight deadlines and pressure Excellent communication skill, fluent in English, both written and oral. Quick learning capability under rapid changing environment. Can-do attitude and be willing to take challenges. Show respect for differences in opinions and one-team spirit Strong business sense and analytics ability. Must be data savvy and love crunching numbers: love the idea of working in an international and multicultural company, analyzing billions of actions from millions of travelers choosing from thousands of hotels Must want to tell an impactful story with analysis and smart data visualization, not just number crunch Able and willing to share your opinion and propose ideas to improve operations based on data and have an impact on the customer experience Attentive to detail and committed to data integrity Experience in one data analysis package, such as R /Python on popular machine learning algorithms, such as Logistic Regression, Decision Tree. Experience in data analysis methodology like hypothesis testing, A/B Test Experience in AI Application on Data Analysis.
