Process Specialist

1 day ago

Mandaluyong City, National Capital Region, Philippines VidaXL Services (PH) Inc. Full time $40,000 - $80,000 per year

Job Overview:

Process experts will maintain customer service knowledge flow deployments, translate change requests submitted by all parties into systematic customer service knowledge, and ensure that they are clear, relevant and complete. Process experts will ensure that everything is presented in its entirety in the knowledge base – the single source of knowledge for all vidaXL agents.

Job Description:

The Process Specialist will maintain the CS knowledge process deployments, translate change requests from stakeholders to clear, relevant and complete CS information. The Specialist will make all content available via the Agent Knowledgebase, which is the on-source-of-truth for all vidaXL agents.

The core tasks will be:

  1. Lead and monitor the progress of customer service knowledge deployment projects from start to finish and deliver them on the agreed timeframe.

  2. Focus on the common interests of the world and every stakeholder.

  3. Represent the customer service department and work with process teams from other departments to translate company-wide process objectives into customer service process objectives.

  4. Lead the creation, design, documentation, evaluation, and update of complete and standards-compliant agent processes, ensuring business decisions are updated and data-driven.

  5. Proactively examine areas for improvement, presenting findings, data-driven conclusions, and recommendations clearly and concisely as needed.

  6. Provide concise, complete process design for knowledge bases, customer communication specialists, knowledge deployment specialists, and trainers to deploy new knowledge from a customer and customer service perspective.

  7. Work closely with customer experience improvement to balance the relationship between customer service processes and customer experience.

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