Job Overview
- Daily operation of the digital customer care hub across voice, email, chat, self-service platform.
- Ensure high quality, customer focused support with strong service performance and responsiveness.
- Identify and implement process improvements to increase efficiency and enhance the customer experience.
- Support the implementation of AI tools, automation workflows and digital customer service capabilities.
- Perform testing and deployment of new C4C features, including embedded AI, smart recommendations, chatbot upgrades.
- Provide training to internal customer service teams on AI-powered tools in C4C, such as intelligent reply suggestions, automated case logging, and knowledge base recommendations.
- Drive the adoption of customer self-service channels to reduce manual workload.
- Ensure compliance with internal processes, quality standards and governance requirements.
Ready to Apply?
Take the next step in your career journey
Stand out with a professional resume tailored for this role
