Online Customer Experience Specialist, II

MY-Penang
Job ID
45278
Function
Customer Support

Overview

Working on the Global Support Community team to develop and support the case management and RMA applications. Involves gathering and development of business requirements, processes and overseeing their implementation. Collection of feedback from internal teams, external partners and customers to drive process and application enhancements. Driving the self-service adoption of the RMA and Case Online portals. Communicating and reporting of updates and statuses to senior levels of management, internal customer facing teams and externally to partners and customers.

Responsibilities

Essential Duties and Responsibilities:

  • Maintain the RMA and Self-Service portals to ensure processes are followed and information/data is accurate.
  • Ensure that a high level of service is maintained while continuously finding areas for improvements.
  • Providing training to internal and external audiences.
  • Measuring of progress/outcomes of the business (i.e. KPIs such reduction of call volumes, reduction of not called RMAs, increase of self-service portal usage, tec.)
  • Analysis and understanding of the customer journey to improve the customer experience.
  • Manage and administer portal platforms and case management tools.
  • Technical and Business escalation point of contact.

Qualifications

  • 2+ years of Self-Service Portal experience or equivalent experience
  • Demonstrates ability to articulate technical and business issues in simple to understand terms to both management and customers.
  • Demonstrates ability to support helpdesk agents and serve as an escalation point.
  • Demonstrates leadership qualities.
  • Demonstrates strong customer service and communication skills.
  • Ability to handle projects/tasks with high visibility and pressure.

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