Overview
Customer Experience Operation Specialist Jobs in Federal Territory of Kuala Lumpur, Malaysia at Ant International
Title: Customer Experience Operation Specialist
Company: Ant International
Location: Federal Territory of Kuala Lumpur, Malaysia
About the Role
AlipayHK is dedicated to enhancing the business and product experience through innovative service operations. Our mission is to identify growth opportunities while ensuring a seamless customer experience.
The role involves conducting overall planning for AlipayHK's business/product experience and service operations, acting as a liaison for the service team, and identifying future growth opportunities and risks.
Responsibilities
- Based on understanding and grasp of the business, conduct overall planning for AlipayHK's business/product experience, service experience, and service operations.
- As the customer's advocate, participate in product PRD and design reviews and acceptance tests.
- Identify problems and risks in product design and propose requirements related to service systems and data.
- Act as a bridge between the service team and business/product/R&D teams, understanding product information and conducting service deployment.
- Conduct service impact assessments for product launches, iterations, major events, business policies and rules, and other significant changes.
- Design complete service solutions for user service requests and service journey.
- Discover obstacles users encounter when using products through research and service data analysis.
- Promote optimization and improvement of products/processes/self-service solutions to enhance customer experience.
- Reconstruct the entire service process and customer experience through AI and other new technologies.
- Coordinate service resources with various departments to handle high-risk service events.
Qualifications
- Bachelor's degree or above, with 3 years or more of experience in internet platform product/customer service design/customer experience.
- Experience in large banks, financial institutions, and cross-border payment institutions is preferred.
- Familiarity with AI technology and customer service scenario applications is a plus.
- Excellent user pain point and requirement insight capabilities.
- Good data analysis skills to identify user product experience needs.
- Ability to plan and implement the conversion of user requirements into online product features.
- Strong customer service awareness and logical thinking capabilities.
- Ability to systematically design, implement, and optimize knowledge content/service processes/solutions for human and AI services.
- Experience in handling complex customer complaints and high-risk service events is preferred.
- Experience in liaising with compliance/regulatory departments is a plus.
- Strong cross-team communication skills, risk awareness, and business sensitivity.
- Good business English communication skills.
