job description
Join Willis Towers Watson, a global leader in advisory, broking, and solutions, as an Omni-Channel Administrator in the heart of Bali. This is your chance to be part of a dynamic team driving seamless customer experiences across digital and traditional channels.
In this role, you will play a pivotal part in optimizing multi-channel communication strategies, ensuring consistent and high-quality customer interactions. You’ll collaborate with cross-functional teams to enhance operational efficiency, leverage cutting-edge tools, and deliver data-driven insights to elevate customer satisfaction.
Based in Bali’s vibrant business hubs—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll enjoy a collaborative work environment with opportunities for professional growth in a globally recognized organization.
Responsibility
- Manage and optimize omni-channel platforms (email, chat, social media, phone) to ensure seamless customer interactions.
- Monitor and analyze customer engagement metrics to identify trends and improvement opportunities.
- Collaborate with IT and marketing teams to integrate new digital tools and enhance user experience.
- Develop and maintain standardized processes for channel-specific workflows and escalation protocols.
- Resolve complex customer inquiries across channels, ensuring timely and accurate responses.
- Train and mentor team members on best practices for omni-channel customer service.
- Generate reports on channel performance, KPIs, and customer feedback for stakeholders.
- Stay updated on industry trends and recommend innovations to enhance service delivery.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum 2 years of experience in customer service, call center operations, or digital channel management.
- Proven expertise in omni-channel platforms (e.g., Zendesk, Salesforce, Freshdesk).
- Strong analytical skills with proficiency in data interpretation and reporting tools.
- Excellent written and verbal communication skills in English.
- Ability to work in a fast-paced environment with a customer-centric approach.
- Familiarity with CRM systems and basic technical troubleshooting.
- Certifications in customer service or digital marketing are a plus.