Customer Experience Specialist

Job Description:

Royal Canin Korea is looking for a Customer Service Experience Specialist (1-year temporary contract). This is a great opportunity to join a global premium pet nutrition company and contribute to delivering an outstanding customer experience.

Lead Customer Experience(CX) Improvement

• Analyze VOC, Customer Survey Result, Order Trend, KPIs to identify improvement needed points

• Setup action plan and orchestrate stakeholders to implement action plans

• CX improvement activity progress management

• Measure effectiveness of activities

FUNCTIONAL SUPPORT

• 1st level support for systems in use within CS team and relevant business processes

• Ability to understand process problems and determine a root cause, such as training deficiency, process design issue or system bug

• Create Change Requests and share them with BPL/Functional Expert and other KUs

• Facilitate calls/meetings for end user support and knowledge transfer

• As local champions for systems in use, deploy or create SOP/manuals and deploy within CS team including training

INCIDENT MANAGEMENT

• Follow agreed incident management processes to raise issues

• Regular communication to monitor incidents, outages

• Provide clear priorities when reporting issues to service teams

• Escalate issues when necessary

• Support end to end issue resolution

• Communication when services are restarted

• Answer to a survey upon each ticket closure

PROJECT/CIP SUPPORT

• A good working knowledge of the functional processes within their domain to provide inputs about the local business

• Provides knowledge and perspective for project charters and requirements

• Support in writing project brief/business case

• Identify opportunities to improve the performance of business processes

• Identify any relevant system changes necessary to support improved process

• Provide clear priorities on process improvement requests to central functional experts

• Clearly document changes required, including business background, requirement summary and benefits case

CHANGE MANAGEMENT

• Marketing of new functionalities

• Be an ambassador for the solution

• Lead or manage process change to improve operational performance

• Champion changes on local site and with local suppliers

• Ensure any process developments/changes are understood by operational associates before the change is made – such that they can continue to perform their role

• Interpret Knowledge Transfer from central functional experts for local site and determine impact and risks

Data Analysis & Report

• Deep dive KPIs and order data to provide insights to improve operation.

• Provide regular meeting material.

• Automate reporting process with BI tools

TESTING

• Conduct assigned testing activities (User Acceptance Test, local bug fixes, regression testing)

• Test and validate bug fixes in test environment before they are delivered to production

• Keep local testing scripts up to date

• Coordinate local cross functional testing when required

• Follow agreed testing Ways of Working for functional area

• Ensure good coordination with other sites

• Look for opportunities to improve efficiency of testing activity, whilst maintaining quality

PROCESS DOCUMENTATION

• Document local process specifics/uniqueness to ensure key knowledge is captured and retained

• Keep all local specific business process documentation up to date

• Document how-tos for new functionalities

• Creation of process flow documentation (SOP’s/help guides etc… specific to site)

COMMUNITY

• Provide a proactive contribution into the network of key users and functional experts from other sites /countries:

• Be open to new ideas and changes

• Share knowledge and experience with other key users, helping each other when required

• Share best practices, support other projects with advice/experience and find potential common needs amongst users

• Participate actively in Community meetings in order to communicate new concepts and ways of working

• Interface with Business Process Leader

• Stay informed on strategic direction and future plans

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

• CGI Magento Support Team

• 1 Navision Support Team

• Community of Key Users in APAC

• Supply Chain Teams in RCK

• RCK Internal Stakeholders

What are we looking for?

Bachelor's Degree or equivalent

3~7 years of experience in a similar position