Service Design Lead

7 hours ago

Manila, National Capital Region, Philippines Converge ICT Solutions Inc. Full time ₱2,000,000 - ₱2,500,000 per year

SERVICE DESIGN LEAD

Ready Shape the Future of Converge as We Evolve from Telco to Techco

Converge is evolving from a telco into a technology company, driving digital innovation across the Philippines. We're not just looking for a
SERVICE DESIGN LEAD
—we're hunting for a leader to drive high-performance teams.


Job Description

Optimize customer interaction journey to improve customer experience and improve operational efficiency. The role requires deep understanding of designing efficient customer interaction workflows for a given product and utilize available technology as it impact customer experience and satisfaction. This requires inter-department interaction in understanding delivery requirement while working with present constraints. The position will design processes specific to contact center by utilizing existing tools and ensuring work instructions are efficient in resolving the customers' concern.

In addition, the position will review and/or approve Change Management Requests from NIAP.

Qualification

  • At least 3 years experience in a service support industry and Telco background.
  • Advance knowledge in designing workflow.
  • Proficient in utilizing available technology to make operaitons efficient and improving customer experience.
  • Effective communication skills.
  • Must be adept in identifying challenges, recommending solutions that can be operationalize.
  • Must be collaborative and able to work with different levels of personnel within the organization and partners.
ShareTheFuture #NowHiring #ConvergeCareers

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