Customer Logistic Service Advisor_ MA
Job Description
• 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.
Requirements
Function: Customer Service
Experience Level: Associate