Short Summary This Role :
Responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyze both rooting & resolution root-cause problems to define a recovery plan.
How the Role contributes to our Mission: To support our global teams 24x7x365 in ensuring they can have access to the right teams to address/resolve an issue, ensures we put our customers first.
Working Operation:
Rotation Hour as below (9 hours per day (including a. one 1-hour lunch/dinner break, b. two 15-minute short break), 5 days per week:
- 8am - 5pm (UTC+8) / 9am - 6pm (UTC+8) / 2pm - 11pm (UTC+8) / 4pm - 1am (next day, UTC+8).
Note:
- May need to do some OT during campaign key dates
Job Responsibilities:
- Define, build, implement and monitor projects that increase internal-customer experience;
- Monitor auto-routing to ensure the right point-of-contact is documented in our system;
- Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;
- Root-cause analysis for ineffective rooting, define a recovery plan and implement;
- Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps;
Job Requirements:
- Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues;
- Fresh graduate encourage to apply.
- Understand the law and understand the mechanism of crisis management. Previous experience in customer success/escalation role, SOP design and PR experience preferred;
- Strong understanding of the processes, working knowledge of call center operations;
- Experience in business, financial or statistical analysis;
- Good written and verbal communication skills in English
Preferred skills/qualifications:
- Experience in eCommerce platforms in the relevant region;
- Experience in chatbot optimization;
- Proven experience in data analysis, particularly in conducting root cause analysis;
