About this role
The Senior Representative provides day-to-day operational support to digital transformation initiatives that enhance the customer experience. This includes documentation of customer journeys, testing of tools, capturing feedback from end-users, and assisting with user training and content updates. The representative also contributes to performance reporting and continuous improvement based on usage trends.
• Support end-to-end documentation of customer journeys and use cases: Assist in mapping and maintaining customer journeys for digital initiatives. Ensure documentation is clear, updated, and validated by business teams.
• Perform tool functionality testing and escalate bugs or design gaps: Participate in UAT and production testing. Document issues with screenshots and clear descriptions for timely resolution by IT teams.
• Consolidate data and metrics from digital tools (web, app, chatbot, etc.): Pull reports from analytics tools and dashboards to monitor usage trends. Compile daily/weekly summaries of usage statistics and incidents.
• Contribute to the creation and dissemination of how-to guides and FAQs: Draft user-friendly manuals and visual aids to support tool understanding and self-learning among frontline users.
• Act as liaison between frontline users and technical teams: Capture operational challenges or confusion raised by users and help translate them into technical queries or improvement suggestions.
• Participate in pilot and post-deployment sessions: Support deployment activities by ensuring readiness materials (guides, checklists) are shared and by collecting live feedback from users.
• Maintain process flows and quick reference materials: Regularly review and update step-by-step process flows to reflect updates to systems or procedures.
• Prepare summary reports from customer feedback channels: Analyze verbatim feedback, chat logs, or survey comments to highlight recurring issues or emerging customer needs.
• Collaborate with Customer Service teams to ensure alignment of tools with needs: Attend support team briefings and working sessions to understand frontline expectations and tool improvement opportunities.
Education: • Bachelor’s degree in Business Administration, IT, or Digital Service Management Training: • Orientation on digital platforms (e.g., CRM, chatbot) • Basic reporting and dashboarding • Fundamentals of CX and service automation Experience: • 1–2 years in customer service, operations, or digital support functions • Experience in using or supporting CRM and service systems is a plus 5. Competencies Functional Knowledge: • Digital support and escalation procedures • Familiarity with CX indicators • Exposure to user testing and ticketing tools • Data analytics • API integration • AI integration (ML, NLP, Gen AI) • RPA & Automation Skills: • Good interpersonal communication • Observation and feedback synthesis • Structured documentation and issue reporting • Chatbot design Behavioural Qualities: • Curious and proactive • Quick learner and adaptable • Reliable and accountable