Job Description

Location Singapore, Central Singapore

Planning Area
TANGLIN

Job Type
Permanent

Salary
$5,000 - $6,500 Per Month

Date Posted
1 hour ago

Expiry Date
20-Jul-2022
Additional Details


Job ID
263332

Job Views
1

Roles & Responsibilities The Role of Specialist, Customer Experience and Operational Excellence is responsible for conducting mapping and understanding of the APAC iTero Customer Experience journey. This person will be able to appreciate the needs, limitations, and areas of improvement within the current experiences in the different markets in order to provide visibility, action planning and proposing changes to allow strong foundations, improvements and when applicable benchmarking for the different markets. To be able to do this, this person will work cross-departmentally and using available survey, complaint, or any other available data point, build cases for change.
In this role, you will…

• Must develop expertise on end-to-end customer experience journeys and business processes.
• Participate in or manage quality improvement projects, providing data and performing analysis of specific situations.
• Assure proper complaint logging is properly carried out throughout the organization. Whether by creating work instructions, training sessions or reminders.
• Analyse, report and investigate complaints logged through region as well as survey feedback (e.g. Medallia, etc.). Work with process owners to find improvements, follow up and ownership to open items. This can include coordinating to reach out to customers to further understand feedback and issues in a timely, patient, tactful and professional manner.
• Develop appropriate complaints and CX metrics and dashboards to allow frontline staff/agents and management to monitor performance. A focus on automating and continual improvement of the appropriate metrics.
• Ensure prompt close loop tracking and closure with customers on Medallia alerts.
• Responsible to promote a customer centric culture by developing best in class tools and working methods that build organizational knowledge of competitive user insights.
• Should accurately and thoroughly document information in the company’s database(s) about each contact handled (e-mail, inbound and outbound calls), following defined parameters.
• Perform current state analysis to identify gaps in the experience based on feedback from stakeholders as well as customers and provide feasibility assessments and options to determine the optimal solution
• Participates in testing the solution to ensure the solution meets functional and non-functional requirements within the organization
• Prepares users in the new application of systems or any new changes by conducting training. Also provides reference for users by writing documentation, providing support and help
• Identify opportunities to increase efficiency and productivity within the context of the overall business strategy and customer experience.
• Assure and follow up on-time delivery of projects, deadlines or solutions.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to Manager and/or Human Resources.
• Provide support to audit processes and quality management system as required
• Perform other duties as assigned.

In this role, you’ll need …
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

• Must have good interpersonal skills and the ability to work cross-functionally.
• Ability to focus attention to detail.
• Ability to facilitate workshops and virtual meeting
• Ability to map and analyse processes
• Ability to consistently follow through with projects to completion.
• Ability to perform in a fast-paced, highly customized environment.
• Strong evidence of problem solving, organizational and prioritization skills are essential.
• Must be self-motivated and initiating.
• Strong interpersonal, listening and persuasive communication skills.
• Dynamic, optimistic, accurate, results oriented, hard-working, creative.
• Ability to work without constant supervision.
• Willingness to learn and a strong team player.
• Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity).

Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions are not working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills, able to multitask, as well as set priorities and meet deadlines.
EDUCATION and/or EXPERIENCE

• BA/BS degree in Business Management, Engineering or equivalent practical experience.
• Minimum of two years of related experience and/or training; or equivalent combination of education and experience similar role managing customer experience or/and continuous improvement initiatives
• Depth knowledge and handling of Excel

Strong critical thinking, analytical and decision-making skills
Tags
customer experience and operational excellence specialist