OnCall Service SME

persol apac

3-5 Years

Ho Chi Minh, Vietnam

Posted 11 hours ago

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Job Description

Position: On-Call Service SME (Sign contract with PERSOL)

Location: Nexus Building (Nguyễn Siêu Gate); 3A - 3B Tôn Đức Thắng, Phường Sài Gòn, Hồ Chí Minh

Duration: 12 months

Working days: 5 days/week

About the team

About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

About the Role

The Role: Oncall Service SME is responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyse both rooting & resolution root-cause problems to define a recovery plan.

How the Role contributes to our Mission: To support our global teams 24x7x365 in ensuring they can have access to the right teams to address/resolve an issue, ensures we put our customers first.

Responsibilities

Define, build, implement and monitor projects that increase internal-customer experience;
Monitor auto-routing to ensure the right point-of-contact is documented in our system;
Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;
Root-cause analysis for ineffective rooting, define a recovery plan and implement;
Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps;

Qualifications

Minimum Qualifications

Bachelor's degree or above, with over 3 years of relevant working experience in dealing with crisis issues;
Understand the law and understand the mechanism of crisis management. Previous experience in a customer success/escalation role, SOP design and PR experience preferred;
Strong understanding of the processes, working knowledge of call center operations;
Experience in business, financial or statistical analysis;
Good written and verbal communication skills in English

Required Skills

Relevant working experience in dealing with crisis issues;
Understanding of the law and mechanism of crisis management;
Customer success/escalation, SOP design and PR experience (preferred but mentioned within requirements);
Strong understanding of processes and call center operations;
Business, financial or statistical analysis skills;
Good written and verbal communication skills in English;

Preferred Skills

Preferred Qualifications

3+ years experience in business analysis and reporting management within Customer Service;
Experience in eCommerce platforms in the relevant region;
Experience in chatbot optimisation;
Proven experience in data analysis, particularly in conducting root cause analysis;

Working shifts: Shift-based working hours, ensuring that total working hours do not exceed 40 hours per week: