Digital Specialist Customer Success And Data Management
Kuala Lumpur, Malaysia
Job Description
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Position: Digital Specialist \xe2\x80\x93 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\xe2\x80\x99 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\xe2\x80\x99 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 \xe2\x80\x93 We provide quality over quantity, every single day.
- Adaptability and flexibility \xe2\x80\x93 We do what needs to be done.
- Continuous improvement \xe2\x80\x93 We do not know everything, and we strive to improve and grow every day.
- Communication and Teamwork \xe2\x80\x93 We say what we will do, and we do what we said we would do. Together.
- Solution-driven \xe2\x80\x93 We come with solutions to our problems.
Educational Background and Experience
- Bachelor\xe2\x80\x99s 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
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Job Detail
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Job IdJD925159
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationKuala Lumpur, Malaysia
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EducationNot mentioned