Job Description:
- Coordinate with internal and external functional team to understand customer service processes, identify gaps and process improvement areas
- Document new processes as well as drive process improvement keeping in mind to achieve Operational efficiency, effectiveness and customer experience
- Ensure ease of understanding and timeliness of the documented processes
- Set up depository of Processes and Procedures as well as ease of usability
- Work closely with Training and QA team to ensure Operational Procedures are understood and is up to compliance to the recorded Processes and Procedures
Requirements:
- Degree holder in any field of studies
- Contact Center environment or customer service, or in the similar capacity would be an added advantage
- 2+ years of experience in Process, Policy, Procedure or document writing
- Proficiency in process workflow, Ms Visio
- Excellent writing skill, logical thinking with excellent verbal and non-verbal communication skills.
- High energy, self-motivation and ability to thrice in a fast-paced working environment with a customer focused attitude
