Ecommerce System Specialist

3 days ago

Pasir Panjang, Singapore Samsung Electronics Full time

Position Summary

Role and Responsibilities
- Review and drive process efficiencies while proposing risk management guidelines in the implementation of Post-Purchase Experience programme.
- Design and propose program logic to facilitate program mechanics for Post-Purchase Experience programme.
- Identify opportunities in the customer-servicing journey for customer retention for B2B customers, using data analytics to draw actionable insights from customer touchpoints such as dedicated call centres, Service Centres to in-home servicing.
- Lead process-redesign to onboard and engage existing B2B/B2C customers.
- Ability to look at systems and drive technical enhancements to improve work-processes, reporting and other related KPIs, including conducting UAT (User Acceptance Test)
- Ability to understand and articulate advanced CS and commercial concepts to lead projects involving cross-functional teams to take post-purchase customer experience to the next level
- Ability to initiate and drive commercial projects while considering all stakeholders' requirements, lead projects from initiation to final deployment, and analyze results for continuous improvements.

Skills and Qualifications
- More than 3 years of diverse experience in IT System and Customer Experience Management roles
- Strong knowledge in Tableau and Hybris System interface and programming.
- Proficiency in SAP system will be an advantage
- Strong leadership qualities and ability to adapt and lead cross-functional projects
- Ability to establish priorities, multi-task, work independently, communicate and collaborate effectively (online and offline)
- Strong ability in Excel and Powerpoint to assist with management reporting and insights generation from data sets
- Passion for customer service
- Strong commercial acumen
- #LI-SEAO #LI-MidSenior

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