
Customer Service Product Officer
5 days ago
Summary
We are searching for a highly driven and motivated Customer Service Product Officer (6 months contract) for Chatbot, Live chat and Non-voice Customer Servicing Channels
You will be part of the Customer Service team and will be overseeing the non-voice products focusing on chatbot and live chat - from ideation, system design and development, to post-launch improvements and feature iterations.
You will work closely with both external vendors and internal business units to drive implementation and improvement to new and existing non-voice channels as part of the Customer Servicing Channels strategy, for a more seamless and improved customer experience.
**Job Description**:
**Responsibilities**:
- Work closely with the Product Owner to define and prioritize the features- Collaborate with cross-functional teams such as customer support operations, engineering, design, and marketing to ensure that the chatbot content are updated and features are well-designed, well-implemented, and well-communicated to internal and external stakeholders- Analyse data collected and work closely with internal stakeholders to identify pain points to make informed decisions about feature prioritization, product improvements, and customer satisfaction- Assist to ensure that the plans in the roadmap are delivered on time and within budget. You will assist the Product Owner to maintain project plans, identify risks, and proactively communicate project status to stakeholders- Manage the product backlog by creating user stories and acceptance criteria. You will work with the development team to ensure that the backlog is refined, updated, and prioritized according to business goals and customer needs- Work with the QA team to ensure that the features are tested thoroughly and meet the acceptance criteria before they are released to customers- Assist in market research and competitive analysis to ensure that the product meets the needs of our customers- Ensure software product complies with regulatory requirements and organization policies
**Requirements**:
- Diploma in any discipline- Basic understanding in Agile, project management, customer services, contact center operations or airport operations- Relevant experience in a Product Management, Product Owner, CX / UX role or Implementation role will be an advantage- Product management experience with good understanding of customer experience, or experience in managing Omni-channel products such as Live chat / Chatbot, will be a plus
Key Skills- Self-driven with strong problem-solving skills- Strong analytical skills with exceptional attention to details- Copywriting skills will be advantageous- Good communications and interpersonal skills- Service and customer oriented- IT savvy
Skills:
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