Digital Customer Services Senior Officer

1. Initiating initiatives and building necessary digital platforms for CS department (40%)

- Propose and implement initiatives, digital platforms and tools needed support the implementation and realization of the company’s digital customer service strategy, improve customer experience journey into the next level.
- Establish and manage the performance of digital objectives, CS digital plans and KPIs that deliver operational efficiency, budget controls, and process improvement to maximize resource utilization and profit.
- Drive innovation and continuous improvement of people, systems, and processes
2. Managing and optimizing the department’s digital assets (40%)

- Develop and execute new appropriate advanced technology, revamp and update digital operational procedures/policies, and quality assurance to match the business and customers’ needs.
- Keep up to date in all the latest digital marketing trends and activities
- Plan and manage the budget for digital activities of Department.
- Analyze digital activities ’s performance to optimize the collaboration, propose action plans to improve the results, and develop KPIs related to Digital customer service.
- Ongoing innovation to exploit new alternative channel for digital customer service.
- Manage cross-functional team and colleagues to deliver consistent and goal aligned services.
- Work with relevant departments to implementation digital activities for CS department.
- Be a CS Ambassador for HLV Digital transformation journey.
3. Others (20%)

- Play a key role on projects to reach the market benchmark and standard on digital customer service.
- Perform other tasks as assigned by line manager.