Job Detail

Senior Manager, Digital Care


Job Description

•    Identify self-help opportunities for customers 
•    Automate post-sale activities from Retail and Call centre to enable self-help 
•    Work with Vendor to train AI bot , create new FAQs
•    Proactively identify issues / failures and address with internal and external stakeholders 
•    Develop and design Ai Chatbot flows and other self help flows 
•    Being the voice of the brand: understand the challenges users face and provide effective solutions through self-help tools
•    Lead, support and work with the team and internal stakeholders to proactively address issues and find relevant solutions
•    Liaise with Internal and external stakeholders on any customers’ queries/issues and 
•    SPOC for all product/ systems/ applications UAT in collaboration with digital channel owners 
•    Keeping abreast of new/existing product knowledge, recommends, propose and launches product or service enhancements to improve customers’ satisfaction  
•    Develop and manage roadmap for AI Intelligence to promote self-service digital touchpoints 
•    Set up and maintain quality standard operating procedure and self-help SLA

Job Requirement

•    Degree in any field with at least 5 years of experience in Customer experience, Process Automation , Client relationship, Sales support  and managing Ai Chat bots
•    Tech-Savvy with strong platform, system and application know-how. This include being able to implement and manage them
•    Strong Process Automation experience 
•    In-depth knowledge and understanding of self-help tools and channels particularly in AI Chatbots and social media platforms 
•    Excellent writing and language skills.
•    Excellent interpersonal, analytical and negotiations skills with a proven track record of leading and completing Proactive Digital care projects with cost innovation 
•    Able to effectively communicate information and ideas in written and video format.
•    Is a team player and guide& coach team members 
•    Demonstrates Customer Service techniques such as empathy, patience, advocacy and conflict resolution.
•    Possesses great ability to identify potential negative or crisis and apply conflict resolution principles to mitigate issues.
•    Able to multitask and adapt quickly to changes


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