Responsibilities:

📍Responsible for the end-to-end product ownership of Customer Service team by reviewing and enhancing existing systems and features to improve service efficiency and service quality management. 📍Analyze, align and evaluate business scenarios and pain points in customer servicing related functions to develop creative solutions. 📍Organize business objectives and requirements to deliver a comprehensive and accurate Business Requirement Document (BRD). 📍Drive product feature prioritization across business stakeholders, product and technology stakeholders. 📍Create and organize testing scenarios as well as conduct testing to ensure product solution is successfully delivered. 📍Prepare guides and communication materials prior to implementation to share with the entire Customer Service team. 📍Manage product roll-out strategy closely with business stakeholders. 📍Engage with key stakeholders (i.e. different departments in the customer service team, other product teams, data team etc) to ensure objectives of product enhancements are met.

Requirements:

📍Bachelor's Degree or above in any discipline. 📍2 - 3 years experience in customer service and have knowledge of customer servicing tools eg. CRM and chat systems 📍Experience in product management or management consulting is a plus. 📍Good analytical and logical thinking skills. Able to define and solve problems with structured, fact or data driven approaches. 📍Able to explain complex concepts in a simple and concise manner. 📍Good presentation and writing skills. 📍Able to dive deep into business scenarios and understand real pain points faced by business and users.