Customer Service SME (On Call)

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

Keen to explore other IT support 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.