Roles and Responsibilities
· Conduct in-depth analysis of the Service Cloud product, including its features, functionality, and performance. Identify areas for improvement, optimization, and new feature development.
· Collaborate with cross-functional teams, including business stakeholders, customer support, and development teams, to gather and prioritize product requirements based on customer feedback, market trends, and business goals
· Develop and maintain comprehensive product documentation, user guides, and training materials to ensure effective adoption and utilization of the Service Cloud product.
· Define and track key performance indicators (KPIs) related to the Service Cloud product, including customer satisfaction, adoption rates, and operational efficiency. Analyze data and provide insights to drive product improvements and strategic decision-making.
· Work closely with cross-functional teams, including product management, development, and customer support, to ensure seamless communication and alignment on product strategy, roadmap, and implementation.
· Analyze the user experience of the Service Cloud product, identifying areas for improvement and recommending changes to enhance usability, efficiency, and customer satisfaction.
· Lead strategic data analytics projects to identify or explore marketing and business development opportunities in all channels.
· Support any ad hoc duties as assigned.
Job Requirements
· Bachelor's degree preferably in Data Science or other quantitative related fields
· At least 3-5 years in product analysis, management or related roles. Exposure to Service Cloud or similar customer service platforms preferred.
· Strong understanding of Service Cloud functionality, features and best practices. Proficient in data analysis, reporting tools and project management methodologies.
· Strong analytical and problem-solving skills to identify and resolve complex product issues related to functionality, performance, and user experience.
· Excellent written and verbal communication skills.
Ability to understand and prioritize customer needs, translating them into product improvements.
Qualified candidates may submit a copy of detailed resume in MS Word Format to [email protected]
Charissa Ong Zimin (R1104659)
Email address: [email protected]
Recruit Express Pte Ltd
EA License No.: 99C4599
