Ant International-Senior Customer Experience Specialist-Malaysia

3 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Ant Group Full time 120,000 - 180,000 per year

Job 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

Job Requirement

  • 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

  • Bachelor's degree or higher; fluent in English (additional language proficiency is a plus).

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