Salt is looking to hire Customer Service Specialist for a global technology company in Singapore 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
CEI No: R1659595 / EA No: 07C3147
