Key Responsibilities:
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Enhance customer experience across postal service channels, including digital platforms and call center operations.
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Ensure accessibility compliance across both digital and physical postal service channels, with a focus on supporting consumers with special needs.
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Support User Acceptance Testing (UAT) for consumer affairs systems and contribute to optimizing customer interaction processes.
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Coordinate with vendors for system enhancements, implementation of new features, and project execution.
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Improve overall service delivery by identifying and implementing customer experience improvements across multiple channels.
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Participate in handling and resolving regulatory complaints, supporting operational activities related to consumer affairs.
Requirements:
- Minimum 5 years of relevant experience in Customer Experience, Digital Channels, UX, or Customer Service Operations.
- Bachelor’s degree in Business Administration, Information Technology, Computer Science, Marketing, Digital Media, or related field.
- Experience in postal services is highly preferred.
Preferred Skills & Competencies:
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Strong understanding of customer journey and user experience principles
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Knowledge of accessibility standards and inclusive service design
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Good coordination and stakeholder management skills
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Analytical and problem-solving ability
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Strong communication and documentation skills
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Experience in service improvement and process optimization
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Ability to handle regulatory complaints and consumer issues
