Customer Support Project Specialist - Operations, Monee Credit
- Posted 22 days ago
- Be among the first 10 applicants
Job Description
Job Description
- 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
- 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
More Info
Key Skills
About Company
Skills:
Project management, Customer service, Feature enhancements, Process Improvements, Complaint Management, Market Studies