Assistant Manager, Customer Service

1 week ago

Singapore Scoot Tigerair Pte Ltd Full time

Summary

We are searching for a highly driven and motivated Assistant Manager (Product Owner - Salesforce (Service Cloud) and related Customer Service Systems (Computer telephony integration, self-service and automated system)

You will be part of the Customer Service team and will be the owner for Salesforce and automated systems providing oversight of the non-voice products - 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 CRM integrated self-serve and automated as part of the Customer Servicing Channels strategy, for a more seamless and improved customer experience.

**Job Description**:
- As the product owner, you’ll be responsible for the entire product life cycle, from designing customer journey, creating business requirements, user acceptance testing, change management to training and success management- Identify new trends in Salesforce (Service Cloud) and related Customer Service Systems (Computer telephony integration, self-service and automated system) for improved user experience, customer journey and revenue opportunities- Evaluate risks, benefits and opportunities to develop software product to holistically meet the objectives of the team and organization- Continuously measure OKRs to achieve the best outcome of the software product developed- Develop robust and easy-to-use UI/UX with designers to improve user experience and increase engagement- Review user and customer feedback through online surveys, feedback forms and comments regularly. Work closely with internal stakeholders to identify issues or pain points and address areas of improvement- Research to remain current in software technologies with the technical team and implement new techniques that improve software performance and user experience- Adept in Agile product management, translating research and design to deliver regular valuable increments with the Agile team.- Ensure software product comply with regulatory requirements and organization policies

Key Skills- 3-5 years of relevant experience in a Product Management, Product Owner, CX / UX role or Implementation role- Bachelor's degree from a reputable education institution, preferably major in Business, Computer Science, or a related applied quantitative field- Strong knowledge of Salesforce (Service Cloud) and Customer Service Systems (Computer telephony integration, self-service and automated system)- Self-driven with strong problem solving skills- Strong analytical skills with attention to details- Good communications and interpersonal skills- Service and customer oriented- IT savvy- Experience in Agile, project management, customer services, contact centre operations or airport operations will be an advantage- Product management experience with good understanding of customer experience, or at least 1 year experience in managing contract center systems will be a plus- Familiarity with salesforce system and architecture will be preferred

Skills:

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