Job Description:
1. Process Governance & Improvement
- Own and continuously improve SOPs, policies, and workflows across Customer Service, Escalation, and Claim & Compensation.
- Identify process gaps, customer pain points, and operational inefficiencies.
- Drive process standardization, optimization, and governance initiatives.
2. RCA & Service Insights
- Conduct RCA on complaints, escalations, SLA breaches, and service performance issues.
- Analyze trends and operational data to identify risks and improvement opportunities.
- Prepare reports, dashboards, and management presentations with actionable recommendations.
3. Customer Experience & Operational Excellence
- Review end-to-end customer journeys and recommend improvements to reduce customer effort and improve service experience.
- Monitor process effectiveness and track improvement outcomes.
4. Automation & System Enhancement
- Identify automation opportunities and support self-service initiatives.
- Partner with Product and Tech teams on system enhancements, UAT, rollout, and post-launch monitoring.
5. Cross-functional Projects & Stakeholder Management
- Collaborate with CS, Claim, Operations, Product, Tech, and other stakeholders to drive improvement initiatives.
- Support strategic projects related to customer experience, service quality, and operational excellence.
6. Other Responsibilities
Perform other related duties as assigned by management from time to time.
Requirements:
- Minimum 2-3 years of experience in Claim handling, Recovery, or related roles experience in E-commerce or Logistics is strongly preferred.
- Strong analytical skills with the ability to conduct structured investigations and root cause analysis.
- Good communication, presentation, and stakeholder management skills.
- Ability to produce clear written reports, analytical summaries, and management-ready presentations.
- Comfortable working cross-functionally and independently in a fast-paced environment.
- Strong teamwork mindset, proactive attitude, and continuous learning orientation.
- Proficient in PowerPoint / Google Slides, Excel / Google Sheets.
- Personal traits: reliable, detail-oriented, cautious, and proactive.
- Proficiency in English is required.
