Overview (Text Only)
Are you a dedicated Business Analyst with a proven track record in supporting digital solutions, including CRM and telephony systems We're looking for a Digital Business Analyst to join our team in Singapore and help us elevate customer service across the APAC region.
Responsibilities
About the role
As a Digital Business Analyst, you will be the primary support for our
CRM (Zendesk) and telephony system (Five9), while also contributing to exciting upcoming digital projects.
This role involves a 70/30 split between functional and technical support, working closely with a global team to engage stakeholders, gather requirements, configure systems, administer applications, troubleshoot issues, and support various projects.
What You'll Do
- Lead automation and process improvement initiatives to optimize digital support tools like Zendesk.
- Configure workflows, triggers, and macros to enhance customer journeys.
- Collaborate with Customer Service, Marketing, and Engineering teams to deliver scalable solutions.
- Analyse customer and stakeholder feedback, along with performance metrics, to identify improvement opportunities.
- Maintain fresh and relevant self-service content for campaigns and product launches.
- Conduct QA testing on new automation features or integrations (e.g., OMS, CMS).
- Work with global teams to ensure localization and consistency across regions.
- Review customer feedback and satisfaction metrics to identify areas for coaching and improvement
Qualifications
What You'll Bring:
- Minimum 3 years of experience supporting Zendesk or similar CRM technologies (e.g., Salesforce, Sprinklr).
- Experience with Five9 or similar telephony systems.
- Exposure to AI and API solutions is highly regarded.
- A proactive problem-solver with excellent communication and collaboration skills.
- Zendesk certification (or willingness to obtain).
- Enthusiasm for exploring new technologies and contributing to innovative projects.
- Ability to manage multiple tasks in a high-volume, fast-paced environment.
Benefits
Why Foot Locker
At Foot Locker, we don't just sell sneakerswe create experiences. Join a global brand that values innovation, teamwork, and customer obsession. Be part of a fast-paced environment where your ideas make an impact.
Lace Up for Your Next Career Move at Foot Locker Singapore!
Apply now and help us redefine digital customer service at Foot Locker!
