Digital Customer Service

Job Definition

Highly skilled and motivated Digital Transformation Specialist. The ideal candidate will be responsible for managing company web pages, initiating, and driving digital service initiatives to enhance customer experience and operational efficiency. This role requires a technically qualified professional with a proven record of accomplishment in digital transformation projects, particularly in customer service environments.

SECTION 2

Key Tasks – Areas of Responsibility

• Oversee the design, development, and maintenance of company web pages to ensure they are user-friendly, visually appealing, and aligned with brand standards.
• Identify opportunities for digital transformation within the customer service department and develop strategies to implement innovative solutions.
• Optimize web content using SEO best practices, keyword tags, and metadata to improve search engine rankings and drive organic traffic.
• Utilize Google Analytics and other digital tools to monitor website performance, analyze user behavior, and provide actionable insights for continuous improvement.
• Leverage AI and emerging digital technologies to enhance customer service processes, automate tasks, and deliver personalized experiences.
• Lead and manage digital transformation projects from conception to execution, ensuring timely delivery and alignment with business objectives.
• Utilize digital tools and platforms to improve customer interaction, engagement, and satisfaction.
• Work closely with cross-functional teams, including IT, marketing, and operations, to integrate digital solutions into existing processes.
• Analyze digital service performance metrics and provide actionable insights to optimize service delivery.
• Stay updated on industry trends and emerging technologies to recommend innovative solutions for digital transformation.

SECTION 3

Knowledge & Experience Required, Other key information regarding the Profile

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• 6-7 years of experience in digital transformation, web development, or customer service technology.
• Strong technical skills in web development, digital platforms, and customer service tools.
• Proven experience in managing and delivering digital transformation projects.
• Excellent analytical and problem-solving abilities.
• Strong leadership and project management skills.
• Exceptional communication and interpersonal skills.
• Familiarity with customer relationship management (CRM) systems and digital marketing tools is a plus.

SECTION 4

Preferred Skills:

• Experience with content management systems (CMS) and e-commerce platforms.
• Knowledge of data analytics and business intelligence tools.
• Familiarity with agile methodologies and project management frameworks.