TDCX

Manager

• To support, manage and implementation of practices to ensure quality and processes adhere to standards and internal quality audits.
• Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
• Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.
• Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
• Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity
• Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Senior Quality Manager

Product Analyst

• Validate product requirements for clarity, consistency, and completeness
• Identify gaps, edge cases, and ambiguities early (“devil’s advocate”)
• Collaborate with QA to design test plans and validation frameworks
• Build and own product analytics infrastructure (tracking, tools, metrics)
• Partner with Engineering on instrumentation and data quality
• Develop dashboards and enable self-service analytics
• Conduct deep-dive analyses (funnels, cohorts, feature adoption)
• Synthesize data from analytics, support, and sales into insights
• Perform post-launch analysis and support prioritization
• Collaborate cross-functionally with Product, Engineering, QA, and Design
• Report to Product Team Lead and support multiple squads

Senior Product Analyst

Customer Support

• Provide excellent support experience to customers via all relevant communication channels
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Customer Service Specialist, Mandarin Speaker – 24/7 Rotational Shift

Digital Marketing

• To manage and optimize existing Advertisement campaign components including, but not limited to – Ad Copy, Bid Prices, Cost per Conversion, Cost per Click, Keyword Research, etc.
• To help create and implementation of campaign strategies including keyword research and analysis.
• To create performance reports with recommendations for improvements.
• Tracking of funds in account and maintaining conversation.
• Knack of implementation new technologies automation capabilities that enhance SEM efforts.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Digital Marketing Campaign Specialist

Customer Service Specialist, Mandarin Speaker

Risk

• Review and analyze complex situations, pattern of fraudulent and suspicious trends, measuring impact of those trends in order to find solutions of mitigating and preventing fraudulent activities.
• Documents investigations comprehensively and maintain high levels of confidentiality while conducting investigations.
• Train and mentor newly hired agents, creating individual upskilling plans for them, ensuring to create appropriate training materials.
• Analyze fraud pattern, create models and update existing ones to tackle ever changing fraud vectors.
• Provide solutions that will help mitigate and prevent fraudulent activities.
• Work with stakeholders to report trend and system loopholes and initiates enhancement, preventive measures.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Assistant Fraud & Risk Specialist

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Player Support Specialist – Gaming Account

• Responds and addresses customers' problems in a timely manner utilizing our support system
• Supports customer in a high quality, engaging, and empathetic 1:1 discussion
• Troubleshoot technical issue if required
• Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX

Technical Customer Service Specialist

Account Executive

• Ensure a thorough support and follow-up at all stages of the Customer Relation
• General enquiries upstream, selling process and after-sale service with customers throughout the different media channels such as telephone, email, website, web chat, social media.
• Answering incoming calls and enquiries for any requests, including general information requests on campaign facilities and quote requests.
• Handling and qualifying incoming complaints, ensuring that the service provider's agents provide all reasonable assistance and information to Client in order to solve them or in specific cases.
• Handling outbound call campaigns provided the campaigns are given sufficient and adequate advance notice to TDCX.
• Transform Direct (Individual customers) and Indirect (agencies) traffic into sales and provide a high quality of customer service.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Sales Consultant

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures.
• Build sustainable relationships and engage customers by taking the extra mile.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Customer Service Officer – Government

• Ensure a thorough support and follow-up at all stages of the Customer Relation
• General enquiries upstream, selling process and after-sale service with customers throughout different media channels
• Answering incoming calls and enquiries for any requests
• Handling and qualifying incoming complaints
• Transform Direct (Individual customers) and Indirect (agencies) traffic into sales and provide high quality of customer service
• Any other duties and responsibilities that may be assigned to you by the management

Sales Consultant, Specialist

Analyst

• Provide support, through the use of technology and tools in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term and longer term attention.
• In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
• Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.
• Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Real Time Analyst

Content Marketing Manager

• Review reported content and respond to user inquiries with high quality, speed, empathy and accuracy
• Assist our community and help resolve inquiries empathetically, accurately and on time
• Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content
• Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site
• Recognize trends and patterns, escalating any issues outside company policy to the global team
• Ensure confidentiality, security, integrity and privacy of data as top priority
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Senior Quality Manager

Senior Product Analyst

Customer Service Specialist, Mandarin Speaker – 24/7 Rotational Shift

Digital Marketing Campaign Specialist

Customer Service Specialist, Mandarin Speaker

Assistant Fraud & Risk Specialist

Player Support Specialist – Gaming Account

Technical Customer Service Specialist

Sales Consultant

Customer Service Officer – Government

Sales Consultant, Specialist

Sales Consultant, Specialist

Real Time Analyst

Content Moderator Specialist

Customer Service Specialist