Ensure smooth user experience by addressing user pain points, such as creating process improvements and proposing feature enhancements
To initiate projects and studies for better user experience
Identify and implement process improvements in customer service workflows to enhance efficiency and satisfaction.
Collaborate with the Product team to identify opportunities for new features or improvements to address customer pain points and enhance overall user experience
Conduct market studies to identify new opportunities for enhancing customer experience, analyze competitors, and understand user sentiments.
Monitor and analyze Customer Satisfaction (CSAT) data to drive improvements.
Oversee special bucket and high-priority customer cases to ensure timely resolution.
Manage and process ad hoc refund requests and wallet adjustments.
Optimize and maintain the Chatbot and Help Center for better self-service and support.
Performs other functions that may be assigned from time to time
Requirements
At least 3-5 years experience in customer service and complaint management experience, preferably has experience in financial services.
Excellent communication (verbal and written) and interpersonal skills.
Problem-solving and decision-making skills
Project management experience is a plus
Willing to work in BGC, Taguig City, and available for weekend shifts and public holiday
