Customer Experience Specialist

Job Purpose/Overview

• This role exists to drive data-based operational efficiency within the Customer Service team by analyzing key performance metrics, order trends, and VOC data via Power BI dashboards.
• Additionally, it ensures seamless day-to-day CS operations by managing ERP/CRM system issue escalations with Global IT and local vendors, while steering customer satisfaction through survey management and cross-functional project support.

Key Responsibilities

Data Analysis, Insights & Business Reporting

• Performance & In-Depth Trend Analysis: Collect and analyze key performance metrics (Team KPIs, Order Trends, VOC) to identify underlying business drivers, anomalies, and strategic trends.

• Insight-Driven Dashboard Management: Design, maintain, and enhance automated Power BI dashboards, translating complex data sets into actionable business metrics.

• Strategic Reporting & Business Advisory: Prepare insightful business reviews for regular weekly/monthly meetings, uncovering core actionable insights and collaborating with cross-functional teams to drive data-informed decisions.

CS System Issue Management & Escalation

• Issue Monitoring & Escalation: Monitor and log technical issues within core customer service systems, including ERP and CRM.

• Cross-team Collaboration: Collaborate and follow up with the Global IT Support Team and local service providers/vendors to ensure timely resolution and post-resolution tracking.

Customer Survey Process Management & Analysis

• Survey Operations: Oversee end-to-end customer survey operations (e.g., CSAT, NPS), from distribution to data collection.

• Insights & Improvement: Analyze survey responses, identify key customer pain points, and deliver actionable insights for service enhancement.

Customer Service Team Project Support

• Project Assistance: Actively participate in and support key team initiatives, such as process optimization, workflow automation, and tool rollouts.

• Stakeholder Coordination: Work closely with cross-functional partners (e.g., Sales, Logistics, IT) to support smooth project execution.

Context and Scope

Key interface between local users and functional experts or regional/global project lead, representing all applications and systems attached to customer service operating model in the scope of deployment, change management, Incident management, process Improvement and training to end users

Key contacts:

• CS Team End Users

• Regional Functional Experts

• 1 Navision Support Team

• Community of Key Users in APAC

• Supply Chain Teams in RCK

• RCK Internal Stakeholders

Job Specifications/Qualifications

Education & Professional Qualification : College/University graduate

Knowledge / Experience

• Business level English proficiency
• Experience in Data analysis and reporting
• Experience in deployment new systems/solution/applications
• Change Management, Issue handling
• Advanced level in MS excel and BI tools.

Key functional Competencies & Technical Skilles

• Analytical & Tool Skills:

• Advanced proficiency in MS Excel (pivot tables, advanced formulas, large-dataset processing).

• Hands-on experience with Power BI for reporting and dashboard visualization.

• System Knowledge: Familiarity with ERP (e.g., SAP) and CRM systems.

Language Skills: Business-level English proficiency (fluent in written/email communication and capable of attending calls with global stakeholders).