Job Description:

. Conduct troubleshooting for bug escalations.

. Participate in User Acceptance Testing (UAT) related to feature enhancements.

. Actively participate in Product meetings regarding feature enhancements.

. Identify gaps in IHS and Webchat systems for continuous improvement.

. Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.

. Constantly identify innovative ways and recommend system enhancements to streamline operational processes.

. Maintain dashboards and create or translate reports via Looker Studio.

. Develop Standard Operating Procedures (SOPs) and process flowcharts.

. Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.

. Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.

. Perform ratings and reviews migration.

. Bind shops in the Seller Operation Platform.

. Create SRM accounts

Requirements:

. Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.

. Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.

. Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.

. AI Champion (Gemini, Claude): Proficient in leveraging Generative AI tools like Gemini and Claude to automate tasks, generate insights, and enhance productivity.

. Advanced Google Workspace Proficiency: Expert-level knowledge of Google Suites, including:

. Data Visualization: Creating and managing dashboards in Looker Studio.

. Information Gathering: Designing and deploying Google Forms.

. Data Analysis: Managing complex datasets and formulas in Google Sheets.

. Presentation: Crafting professional decks in Google Slides.

. Atlassian Toolset Mastery: Extensive experience using Jira for bug tracking and project management, Trello for task organization, and SMART for operational alignment.

. Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate technical issues clearly to both stakeholders and BPO partners.

E-commerce Subject Matter Expert, SCommerce