Digital Operations Assistant

Digital Operations Assistant

Job Description

Are you passionate about customer experience and operational excellence?

We are looking for a Digital Operations Assistant who will help bridge the gap between customer needs and business solutions by resolving escalations, improving processes, and driving exceptional service experiences. The role plays a key part in ensuring customer concerns are addressed efficiently while supporting continuous improvements across digital operations.

Key Responsibilities

• Analyze customer experience data and provide recommendations for operational improvements.
• Handle escalated customer inquiries and complex concerns, ensuring timely resolution.
• Evaluate customer support processes and recommend enhancements to improve effectiveness.
• Monitor and achieve operational KPIs such as SLA, turnaround time, and resolution rates.
• Investigate customer complaints and recommend appropriate solutions based on findings.
• Collaborate with various teams to improve policies, processes, and customer experience initiatives.
• Train customer service representatives and cross-functional teams on operational updates.
• Maintain accurate records of customer interactions and technical concerns in internal systems.
• Monitor customer feedback across digital channels and ensure concerns are addressed appropriately.
• Ensure compliance with regulatory standards and company requirements.

Qualifications

✅ Bachelor's Degree in any field.

✅ At least two (2) years of customer service experience.

✅ Experience in customer-facing roles, preferably in customer service, customer care, customer success, or related functions.

✅ Excellent verbal and written communication skills.

✅ Strong problem-solving, customer handling, and conflict-resolution skills.

✅ Highly organized with strong attention to detail.

✅ Proficiency in Microsoft Office applications and customer service platforms such as CRM tools.