Customer Experience and Operations Specialist

About the Role

Are you highly motivated and truly passionate about customer service?

Do you enjoy problem-solving and seeking an opportunity to make a difference?

This is the place for you! Join our team and play a key role in shaping our customer journey.

In this role, you'll be able to learn and develop, acquire new skills, and grow with us.

As a Customer Experience and Operations Specialist, you will have the opportunity to contribute to a wide range of tasks and responsibilities

Responsibilities

Customer Support:

• Analize customer satisfaction data, address customer issues, and contribute to improving overall satisfaction scores.
• Manage Customer compensation process from A to Z.
• Provide technical support to contact centre agents.

Logistics:

• Push service lab to meet ASUS logistic high standards.
• Conduct periodic inventory counts for service lab warehouses.
• Manage the return of parts/units from the repair centre to the main hub.

Operations:

• Manage monthly payment reports to our distributors.
• Contributes to the translation and localization of content, including collaborating with vendors, reviewing translations, and performing quality checks.
• Benchmarking of service indicators and fees.

Training and Documentation:

• Create and deliver technical training materials to contact centre agents.
• Implement internal SOP sources by writing new SOPs and updating current SOPs.

Required Skills

• Experience in technical customer service, including proven experience in:
• Process management (e.g., implementing procedures, improving processes, managing projects).
• Working with external vendors and partners.
• Analysing data and identifying trends to improve service.
• Advanced proficiency in Excel (including complex functions, pivot tables).
• Experience with CRM systems or support management systems.

Preferred Skills

• Advantage: Experience in technical support for electronics products, experience working in a global company.
• Familiarity with data analysis tools (e.g., Power BI, Tableau, Data Market).
• Experience with content management systems (CMS).

Languages:

• Hebrew - Native speaker.
• English - High level (speaking and writing).