Ant International-Senior Customer Experience Specialist-Malaysia

Description

• Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services.
• Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs
• Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization.
• Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints
• Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer '' is continuously heard within the organization

Requirements

• At least 5 years of experience in customer experience optimization or customer service solution/workflow design in the cross-border payment/e-commerce/O2O/digital entertainment/affiliate marketing industry
• A deep insight and understanding of user service behaviors across Southeast Asian market, and can bring cross-cultural and cross-market input
• Self-motivated, strong communication skills, risk awareness, analytical ability, able to lead and solve complex problems across diverse organizational structures. results-oriented awareness
• AI/Intelligence service product set-up or implementation experience preferred.
• Bachelor’s degree or higher; fluent in English (additional language proficiency is a plus).