We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

Job Brief:

The Business Process Improvement (BPI) department is seeking a highly technical Specialist to drive the optimization and innovation of our customer service systems and careline platforms. This role is critical in ensuring superior customer interactions through the expert management, configuration, and advanced enhancement of our technical ecosystem, including IVR systems, call tree architectures, ticketing platforms, sophisticated chatbot solutions, comprehensive FAQ knowledge bases, dynamic webform customizations, and insightful dashboard reporting.

Key Responsibilities:

• Optimize Platforms: Design, manage, and configure our customer service systems (IVR, CRM, knowledge base) for peak performance.
• Engineer Workflows: Develop smart call routing and support processes using scripting and automation.
• Enhance Self-Service: Maintain and improve chatbot workflows and our FAQ knowledge base.
• Integrate & Automate: Connect systems (APIs) and build automations to streamline tasks.
• Analyze Performance: Create reports and insights from data to drive continuous improvement.

This position is central to the company’s strategy of leveraging cutting-edge technology and driving deep digital transformation within our customer service operations. The ideal candidate will possess significant technical depth in customer support platforms, a strong aptitude for complex workflow optimization, and a proven ability to engineer system capabilities for a more efficient, intelligent, and customer-centric experience.

Job Requirements:

Education & Experience:

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a closely related field.
• 3-5 years of experience in the administration, configuration, and customization of contact center solutions and CRM platforms.
• Demonstrable experience in platform automation, complex system integrations (API), and custom development within customer service platforms
• Professional certification in relevant CRM or contact center platform solutions is highly desirable.

Technical Skills:

• Data Reporting & Analytics: Solid experience in data reporting and analysis, including advanced Excel skills (formulas, pivot tables, macros/VBA). Exposure to data visualization and basic database queries is a plus.
• Troubleshooting & Optimization: Demonstrated ability to identify and resolve technical problems in customer support platforms, with a track record of implementing improvements.
• API Integrations & Automation: Understanding of API concepts and practical experience using automation tools and scripting languages (like Python or JavaScript) for basic system integration and workflow automation.
• Nice to Have: Familiarity with chatbot technology and Natural Language Processing (NLP) principles.

This role is ideal for a detail-oriented and tech-savvy professional who thrives in a fast-paced environment and is passionate about optimizing customer service operations through technology and process improvements.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [email protected]

Note: Only shortlisted candidates will be contacted.