DE032855-Instructor Analyst

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

WORK SETUP: Return to Office

OVERALL PURPOSE: Facilitate new hire training, upskill/cross-skill sessions

• Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
• Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
• Maintain customer records by updating account information
• Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design
• Ability to think out of the box
• Ability to work in a dynamic and innovative environment by contributing towards ideation for the project

Project/Team Location: Cebu, Cyberzone Building, Tower 1