Department: Customer Service
1. Define and implement Local Customer Care Technology Strategy, especially artificial intelligence applied technology
2. Monitor and Drive resolution and experience of our Chatbots
3. Lead a team of AI Trainers under the Customer Care team
4. Work with Alibaba and Lazada teams to optimize agent experience in terms of retention and productivity
5. Collaborate with local IT and BPO IT to ensure interaction between customers and agents is smooth, regardless of their location
6. Own the requirements/tests repository to ensure every new launches always meet this minimum requirements (e.g. zero regression)
1. Minimum 5 years of experience in Customer Experience management, in consulting, ecommerce, banking or technology industry.
2. Minimum 3 years of project management experience (PMP, six sigma..) with strong sense of business acumen.
3. Education min.S1
4. Able to think big, act small and scale fast - driving initiatives from concept to execution
5. Strong data insight skills understand data insights and drive actionable change
6. Excellent English written and verbal communication skills.
7. Skilled in both SQL and Python (preferred)
https://porteraustin.com connects jobseekers and recruiters by accurately matching candidate
profiles to the relevant job openings through an advanced 2-way matching technology. While most job
portals only focus on getting candidates the next job, Shine focuses on the entire career growth of