OnCall Service Subject Master Expert (E-commerce)

The Role: Oncall Service SME is responsible for ensuring our automation routes internal- customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyse both rooting & resolution root- cause problems to define a recovery plan.
How the Role contributes to our Mission: To support our global teams 24x7x365 in ensuring they can have access to the right teams to address/resolve an issue, ensures we put our customers first.
Responsibility

Monitor auto- routing to ensure the right point- of- contact is documented in our system;
Identify the most common FAQ&039;s and improve our technology self- help tool so we enable our internal customers to self- serve;
Root- cause analysis for ineffective rooting, define a recovery plan and implement;
Define, build, implement and monitor projects that increase internal- customer experience;
Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps;

Requirements

Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues;
Understand the law and understand the mechanism of crisis management. Previous experience in customer success/escalation role, SOP design and PR experience preferred;
3+ years experience in business analysis and reporting management within Customer Service;
Proven experience in data analysis, particularly in conducting root cause analysis;
Strong understanding of the processes, working knowledge of call center operations;
Good written and verbal communication skills in English & <Insert the language we are hiring for the market;
Experience in business, financial or statistical analysis;
Experience in chatbot optimisation;
Experience in eCommerce platforms in the relevant region;

Hỗ trợ laptop và thiết bị phục vụ công việc
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Chi trả miễn phí dịch vụ chăm sóc sức khoẻ; cung cấp bảo hiểm cho thuốc theo toa; và bảo vệ tài chính mà bạn cần trong trường hợp bệnh tật hoặc thương tích nghiêm trọng
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Cập nhật gần nhất lúc: 2025-08-25 17:45:03