Customer Service SME

Salt is looking to hire Customer Service Specialist for a global technology company in Kuala Lumpur, Malaysia for 12 months & renewable contract role. In this role you will be responsible for ensuring the automation routes internal customers to the right internal team and to resolve their query.

Description

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. Qualification: Bachelor’s degree or above with over 3 years of relevant working experience in dealing with crisis issues

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 & Tagalog speaking preferred

3+ years experience in business analysis and reporting management within Customer Service

Experience in eCommerce platforms in the relevant region

Experience in chatbot optimization

Proven experience in data analysis, particularly in conducting root cause analysis Interested to explore other business operations roles? Contact our team to discuss potential opportunities.

CEI No: R1659595 / EA No: 07C3147

Salt is acting as an Employment Business in relation to this vacancy.