蚂蚁金服Ant International-Senior Customer Experience Specialist-Malaysia
任职要求
• At least 5 years of experience in customer experience optimization or customer service solution/workflow design in the cross-border payment/e-commerce/O2O/digital entertainment/affiliate marketing industry • A deep insight and understanding of user service behaviors across Southeast Asian market, and can bring cross-cultural and cross-market input • Self-…
工作职责
•Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services. •Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs •Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization. •Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints •Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer '' is continuously heard within the organization
• Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services. • Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs • Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization. • Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints • Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer '' is continuously heard within the organization
• Define and manage program schedules, deliverables, and turning points for networking and switch box programs, aligned with CSP customer roadmaps and their ODM/OEM partners. • Translate CSP and ODM/OEM customer requirements into actionable tasks for all functional teams, driving timely issue resolution across engineering, quality, logistics, and sales. • Provide horizontal leadership to drive cross-functional program execution, managing high priority issues/concerns, and coordinating globally dispersed teams to ensure clear alignment on objectives. • Act as the primary customer and partner interface, facilitating program kick-offs, technical discussions, design reviews, issues/bug tracking and resolution, customer qualification/validation efforts, and status updates throughout the product lifecycle. • Drive program execution from design through production deployment, ensuring on-time delivery, quality, and customer acceptance. • Provide ongoing post-deployment sustaining support, serving as case manager for server/networking system building. • Monitor factory production schedules, yields, and and blockers, collaborating closely with CSP ODM/OEM partners to meet committed metrics, schedules, and operational targets. • Proactively communicate program health, risks, dependencies, and key insights to customers, internal partners, and senior leadership, ensuring transparency and strong cross-functional alignment.
1. Omni-Channel Customer Service Product Planning & Delivery Own the full product lifecycle of the international customer service platform, covering global voice/contact center (CC), online IM/social media (WhatsApp, LINE, Messenger, etc.), and email ticketing channels — from strategic planning and solution design through development delivery and continuous iteration. 2. Global Telecommunications Infrastructure Lead the architecture design of the global contact center communication stack. Drive vendor evaluation, technical integration, and go-live of overseas telephony platform providers (e.g., Genesys, Twilio, Avaya). Manage number resource planning, carrier onboarding, and cross-border voice link optimization to ensure call quality and service reliability worldwide. 3. Vendor & Channel Ecosystem Management Establish and maintain partnerships with global number providers, telecom carriers, and social media channel partners. Define end-to-end product design, SLAs, and operational runbooks across a multi-vendor environment to ensure service continuity and regulatory compliance. 4. Product Design & Documentation Own solution design for core modules across the entire product line. Deliver comprehensive PRDs, interaction prototypes, and technical design documents; drive design reviews and ensure closed-loop execution from spec to release. 5. Cross-Regional Collaboration & Project Delivery Coordinate with engineering, operations, and business teams across China and international regions. Drive project delivery, production incident response, and system performance optimization to continuously elevate global customer service communication capabilities and user experience.
Responsibilities • Define and uphold the game’s design vision, core gameplay direction, and player experience goals from concept through development • Review and guide major design decisions, ensuring features align with player needs, product goals, and Riot’s quality expectations • Translate player insight, product context, and development realities into clear design direction and actionable priorities • Partner closely with internal developers and external co-development teams to align on design intent, execution quality, and iteration plans • Evaluate trade-offs, identify risks, and make agile decisions that help the team respond to feedback, data, and changing development needs • Lead and support a small design team by setting clear expectations, giving feedback, and fostering a collaborative, craft-focused environment