Senior Customer Experience Specialist
Ant InternationalKuala Lumpur, Kuala Lumpur, Malaysia20 days ago
Job descriptionFocus on end-to-end product solutions, adopt a user‑centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services. Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs. Ensure continuous improvement of product / FAQ / customer service SOP / Customer experience metrics during the product lifecycle, by leveraging multi‑dimensional data (user behavior, business metrics, etc.), and drive end‑to‑end experience optimization. Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints. Closely collaborate with stakeholders, and encourage a consumer‑centric culture and ensure that "voice of the customer" is continuously heard within the organization.
Qualifications
- At least 5 years of experience in customer experience optimization or customer service solution / workflow design in the cross‑border payment / e‑commerce / O2O / digital entertainment / affiliate marketing industry.
- A deep insight and understanding of user service behaviors across Southeast Asian market, and can bring cross‑cultural and cross‑market input.
- Self‑motivated, strong communication skills, risk awareness, analytical ability, able to lead and solve complex problems across diverse organizational structures, results‑oriented awareness.
- Bachelor’s degree or higher; fluent in English (additional language proficiency is a plus).
- Mid‑Senior level
- Full‑time
- Customer Service
Seniority level
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Customer Experience Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia