Specialist, Business Process Improvement

3 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Touch 'n Go Group Full time

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation. Touch 'n Go will always be here to inspire our talents to grow as leaders and innovators, giving you the power to make a difference.

Job Brief:

The Business Process Improvement (BPI) department is seeking a Specialist to support and optimize our customer service systems and careline platforms. This role is essential in ensuring seamless customer interactions by maintaining, configuring, and enhancing IVR systems, call tree setups, ticketing platforms, chatbot solutions, FAQ knowledge bases, webform customizations, and dashboard reporting.

Key Responsibilities:

  • Administering & Enhancing Customer Support Platforms – Managing and configuring cloud-based contact center, ticketing, chatbot, and FAQ knowledge base systems to improve service efficiency.
  • Optimizing Call Routing & Ticketing Workflows – Setting up IVR call flows, call routing logic, and automation rules to streamline customer support operations.
  • Chatbot & Knowledge Base Management – Maintaining and updating chatbot workflows and self-service FAQ knowledge bases to enhance automated customer support.
  • Supporting Automation & Integration – Assisting in system automation, API integrations, and workflow enhancements to reduce manual processes.
  • Data-Driven Improvements – Developing reporting dashboards and performance analytics to provide insights for continuous service optimization.

This position aligns with the company's strategy to leverage technology and drive digital transformation in customer service operations. The ideal candidate should have technical expertise in customer support platforms, a keen eye for workflow optimization, and the ability to enhance system capabilities for a more efficient and customer-centric experience.

Job Requirements:

Education & Experience:

  • Bachelor's degree in computer science, Information Technology, Software Engineering, or a related field.
  • 2-4 years of experience in administrating contact center solutions and CRM platforms.
  • Experience in platform configuration, customization, and automation is preferred.
  • Certification in CRM or contact center platforms solution is a plus.

Technical Skills:

  • Strong expertise in data reporting and analytics, including experience with Excel (formulas, pivot tables, macros/VBA, Power Query) for data transformation and automation.
  • Ability to troubleshoot and optimize customer support workflows and platform configurations.
  • Basic understanding of API integrations and automation tools is an advantage.

This role is ideal for a detail-oriented and tech-savvy professional who thrives in a fast-paced environment and is passionate about optimizing customer service operations through technology and process improvements.

We believe that you have what it takes to fit into the Touch 'n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now

Touch 'n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch 'n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: mycareer@tngdigital.com.my

Note: Only shortlisted candidates will be contacted.

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