Aisling Group

Strategy

Business Strategy Consultant The Business Strategy Consultant will be aligned to a business domain and/or function. The role of the Business Strategy Consultant is to help shape and define the change agenda for the Line of Business / Function they support. Senior Business Consultants will often play a people/team management role within the projects/programmes they work on.
Problem Solving and Critical Thinking
Business Analysis and Design
Innovation and Idea Management
Delivery at Pace
Resource and Team Management
Planning and Plan Management
Commerciality
Leading Self and Others
Impactful Communication
Knowledge

Business Strategy Consultant

Customer Support

• Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfilment related problems and providing support to the customer ensuring a high level of satisfaction.
• Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce.
• Primarily handle escalations related, manager call-backs and service recovery cases via emails.
• Provide First Contact Resolution (FCR) according to standard operating procedures; follow up via call back, email and social media when non-FCR.
• Manning of respective escalation queues and backlogs focusing on Logistics, Payments and Cross Border.
• Update case details appropriately in Gdocx, Salesforce and CRM.
• Meet Key Performance Indicators like average handling time, FCR rate, contact response rate, customer satisfaction score.
• Record case details in Customer Relationship Management (CRM).
• Communicate effectively by providing accurate information to users and external partners.
• Ensure resolution of fulfilment related problems and disputes and provide effective solutions for customer disputes.
• Assist in developing and improving existing dispute process.
• Assist Team Leader to monitor real time performance and initiate appropriate actions.
• Assume additional responsibilities, communicate effectively with team members, take on ad-hoc projects and undertake other duties as assigned by Management.

Customer Service Agent

Manager

• Create and implement project plan, timeline and execution
• Update stakeholders with project status reports
• Review project schedule and initiate timely project meetings
• Manage resource planning and recruit external resources when required
• Conduct onsite audits and ensure projects carried out per SOW
• Ensure project quality and conduct post-project evaluations
• Provide clear directions and instructions to team members
• Manage goal setting, skill enhancement and staff performance reviews
• Investigate and resolve performance issues and employee concerns
• Provide training, support and ensure resources are properly trained
• Review resource planning with field service coordinator
• Maintain positive relationships to ensure customer service effectiveness
• Demonstrate outstanding customer service and workplace integrity

Field Service Manager

Content Marketing Manager

Content Review - Thai
Understand and remain up-to-date with client’s policies and guidelines
Review user reports regarding website content
Analyze and identify content on creator channels that is not in compliance with requirements and flag for action in a timely manner
Make well-balanced decisions and help resolve inquiries according to defined policies and procedures
Serve as an advocate for the user community
Investigate and resolve issues that are reported on such as requests for account support and reports of potentially abusive content
Review the reported content within agreed turnaround times and standards of quality
Recognize trends and patterns, and escalate issues outside policy
Fulfill base productivity and quality requirements of the client
Respond to user inquiries with high quality, speed, empathy, and accuracy
Gather, analyze, and utilize relevant data to develop ways to improve overall user experience
Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of user community
Identify inefficiencies in workflows and suggest solutions
Review of sensitive content sometimes involving graphic or disturbing subject matter

Content Reviewer, Thai

Recruitment

Talent Acquisition Specialist Responsibilities
Recruitment Agency - Manage agencies for candidate pool and scheduling for interviews - includes providing feedback on candidate tests and interview performance, where applicable.
Screen Candidate Applications - Screen candidates through telephone interviews to validate candidate applications and to screen out those that do not meet key criteria.
Candidate Pipeline - Maintain a database of potential candidates using established talent attraction and engagement processes and tools.
Channel Management - Manage the advertisement of vacancies on approved channels of recruitment to attract candidates, actively monitor the quality of channel as a source of quality candidates and recommend new channels where appropriate.
Document Preparation - Prepare candidate CV and agency performance. Responsible for gathering and summarizing data for reports, preparing HR KPI reports and provide support in any reporting or administration related to recruitment.
Candidate Data Management - Maintain and update a local document management system of candidates/applicants.
Ad-hoc HR Support - Support HR-related initiatives as delegated from the Management