Digital Specialist Customer Success And Data Management

Kuala Lumpur, Malaysia

Job Description


Position: Digital Specialist - Customer Success and Data Management

Position Purpose

Axios International has developed Axios+, an entire digital ecosystem called Axios+, comprised of multiple web and mobile platforms. The platforms are designed for internal and external customers.

Axios\' strategy for the next three years aims to:

  • Digitalize core operations through Axios+
  • Strengthen quality and structure around its programs.
  • Offer innovative technologies to patients and stakeholders.
The role of the Digital Specialist is to support Axios\' digital operations and activities by ensuring the continuous functional development of Axios+, focusing on creating a 1st-class customer experience and supporting with the maintenance of the data. The jobholder will become the face of Axios internal and external customer management function. If you are a successful Customer Management specialist with experience is overseeing a Service Desk, we want to talk to you!

Duties and Responsibilities

Customer Success * Be the first point of contact for the Service Desk function, which concentrates all incoming user queries.
  • Receive, analyze, and categorize all incoming request, maintaining a high level of organization and quality.
  • Distribute Level 1 Support tasks among the team of customer representatives, including self.
  • Play the role of Business Analyst to clarify requirement and find the most appropriate course of action for Level 2 types of tickets, escalating to Level 3 Support when required.
  • Discover the requirements with the Business team to fully understand the context.
  • Define the scope of work and identify the best point of contact and route(s) to a solution.
  • Design in collaboration with the Project Management stream of work
  • Deliver, the solution, either directly or in collaboration with another team
  • Support the Digital team daily in solving business-critical bugs and core maintenance activities.
Data Management * Receive and analyze data set, flagging inconsistencies and issues to the program team.
  • Coordinate with the program teams, ensuring regular communication of status and time of delivery.
  • Clean, correct, or update data entries on a large scale.
  • Convey good practices among teams in data recording and delivery.
  • Create reports and analysis that generate insights to improve the operations.
Daily tasks * Participate in frequent briefings and stand-ups (as required) with the Digital team to discuss updates, opportunities, challenges, and improvement areas.
  • Assist Axios with the trainings for the development team and any other external partner for Axios+
  • Support in defining the functional specifications of new features, identifying potential challenges and roadblocks, and offering solutions.
  • Contribute to the preparation of reports to Axios Leadership
  • Participate in planning / strategy sessions as required.
  • Project manage data migration/data entry projects.
Relationships
  • Report to the Director of Digital with a dotted line to a Digital Consultant in charge of the Service Desk
  • Develop good relations across all levels in Axios, as well as clients and key stakeholders. Interpersonal skills are critical to this position.
  • Maintain on-going and frequent communication with Project Team Leaders including Axios regional and global staff
Competencies
  • Concern for order, structure, and quality - We provide quality over quantity, every single day.
  • Adaptability and flexibility - We do what needs to be done.
  • Continuous improvement - We do not know everything, and we strive to improve and grow every day.
  • Communication and Teamwork - We say what we will do, and we do what we said we would do. Together.
  • Solution-driven - We come with solutions to our problems.
Educational Background and Experience
  • Bachelor\'s Degree level education in Business Administration, Management, IT or Digital
  • 3-5 years professional experience in customer service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms
  • Proven experience in handling a high volume of requests, demonstrating capacity to manage and categorize traffic
  • Experience in conducting user demos and trainings (in person and virtual)
  • Native level command of both spoken and written English
  • Strong competency in the full MS Office Suite, in particular Microsoft Excel
Job Circumstances
  • The position is based in our regional office
  • Flexibility in ability to travel as well as working hours is essential

Axios International

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Job Detail

  • Job Id
    JD906136
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Kuala Lumpur, Malaysia
  • Education
    Not mentioned