Business Analyst, Japan Amazon Store Customer Service
DESCRIPTION
Amazon’s mission is to be ‘Earth’s most customer-centric company, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 15 languages (and growing).
As part of Japan Customer Service, the Business Analyst will be responsible for working closely with the program managers to analyze data, build inferences, and deliver compelling and actionable data insights in terms of multiple reports and dashboards. This role requires an individual with excellent understanding of SQL and query development, good business acumen and the ability to work with quantitative and business teams. The successful candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, an ability to work in a fast-paced and ever-changing environment, and driven by a desire to innovate in this space.
Key job responsibilities
Develop SQL queries to retrieve data involving complex business logics
• Build automated reports on Excel & visualization tools
• Build and maintain recurring metrics and reports
• Ad hoc data retrieval and analysis using relational databases, Excel and other data management systems to fetch raw data and analyze it to develop insights to solve business problems
• Conduct deep dives to identify business performance trends, customer pain points and potential opportunities for reducing defects & costs, whilst maintaining high bar on Customer Experience
• Support program managers during large scale feature, product and business launches
• Plan and execute multiple projects, collaborating cross functionally/geographically
A day in the life
1. Data Extraction : Bringing forward data in a clear & concise manner that will help drive business functions & decisions.
2. Deep Dives : Conducting deep dives to identify customer pain points and potential solves for reducing concessions & defects, whilst maintaining high bar on Customer Experience
3. Dashboarding : Creating functional and effective dashboards to enable visibility into KPI's for concessions reduction & insight generation into new areas of opportunity across our various charters.
BASIC QUALIFICATIONS
- 2+ years of Excel or Tableau (data manipulation, macros, charts and pivot tables) experience
- Bachelor’s degree in Engineering, Mathematics, Statistics or similar quantitative discipline.
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience with SQL
- Communication skills – ability to communicate (written and spoken). Demonstrated ability to communicate complex technical problems in simple plain stories. English level (Reading, writing, speaking); Japanese Business Level or higher (JLPT N1 or N2)
PREFERRED QUALIFICATIONS
- Experience using very large datasets
- Ability to present information professionally & concisely with supporting data.
- Ability to work effectively & independently in a fast-paced environment with tight deadlines.
- Ability to engage with cross-functional teams for implementation of project and program requirements.