Senior Representative, Digital Transformation

Job Description

The Senior Representative provides day-to-day operational support to digital transformation initiatives that enhance the customer experience. This includes documentation of customer journeys, testing of tools, capturing feedback from end-users, and assisting with user training and content updates. The representative also contributes to performance reporting and continuous improvement based on usage trends.

Education

• Bachelor’s degree in Business Administration, IT, or Digital Service Management

Training

• Orientation on digital platforms (e.g., CRM, chatbot)
• Basic reporting and dashboarding
• Fundamentals of CX and service automation

Experience

• 1–2 years in customer service, operations, or digital support functions
• Experience in using or supporting CRM and service systems is a plus

Competencies

Functional Knowledge

• Digital support and escalation procedures
• Familiarity with CX indicators
• Exposure to user testing and ticketing tools
• Data analytics
• API integration
• AI integration (ML, NLP, Gen AI)
• RPA & Automation

Skills

• Good interpersonal communication
• Observation and feedback synthesis
• Structured documentation and issue reporting
• Chatbot design

Behavioural Qualities

• Curious and proactive
• Quick learner and adaptable
• Reliable and accountable

Key Duties

• Support end-to-end documentation of customer journeys and use cases
• Perform tool functionality testing and escalate bugs or design gaps
• Consolidate data and metrics from digital tools (web, app, chatbot, etc.)
• Contribute to the creation and dissemination of how-to guides and FAQs
• Act as liaison between frontline users and technical teams
• Participate in pilot and post-deployment sessions
• Maintain process flows and quick reference materials
• Prepare summary reports from customer feedback channels
• Collaborate with Customer Service teams to ensure alignment of tools with needs