• Track customer experiences across channels, platforms, and touchpoints
• Analyze customer feedback, locate pain points in user experience, preparing reports, and leading CX related presentations during periodic reviews
• Design service solutions from an end-user’s perspective to solve current experience gap and potential customer needs
• Responsible for an immediate satisfactory settlement of escalated customer complaints
• Ensure continuous improvement of product/FAQ/customer service SOP/CX metrics during the product lifecycle
• Encourage a consumer-centric culture and ensure that “voice of the customer ” is continuously heard within the organization
• Single point of contact for all CX related matters

Requirements:

• At least 5 years of experience in customer experience optimization or customer service solution/workflow design in the cross-border payment/cross-border e-commerce industry
• A deep insight and understanding of internet user service habits in the Southeast Asian market, and can bring cross-cultural and cross-market input
• Strong communication skills, risk awareness, analytical ability, able to lead and solve complex problems across diverse organizational structures. results-oriented awareness
• Proficient in English and Mandarin to communicate with our Mandarin-speaking stakeholders