Digital Specialist ? Customer Success and Data Management

Job Description

Position: Digital Specialist - Customer Success and Data ManagementPosition Purpose Axios International has developed Axios+, an entire digital ecosystem called Axios+, comprised of multiple web and mobile platforms. The platforms are designed for internal and external customers. Axios strategy for the next three years aims to:

• Digitalize core operations through Axios+
• Strengthen quality and structure around its programs.
• Offer innovative technologies to patients and stakeholders.

The role of the Digital Specialist is to support Axios digital operations and activities by ensuring the continuous functional development of Axios+, focusing on creating a 1st-class customer experience and supporting with the maintenance of the data.The jobholder will become the face of Axios internal and external customer management function. If you are a successful Customer Management specialist with experience is overseeing a Service Desk, we want to talk to you! Duties and ResponsibilitiesCustomer Success

1. Be the first point of contact for the Service Desk function, which concentrates all incoming user queries.
2. Receive, analyze, and categorize all incoming request, maintaining a high level of organization and quality.
3. Distribute Level 1 Support tasks among the team of customer representatives, including self.
4. Play the role of Business Analyst to clarify requirement and find the most appropriate course of action for Level 2 types of tickets, escalating to Level 3 Support when required.
   1. Discover the requirements with the Business team to fully understand the context.
   2. Define the scope of work and identify the best point of contact and route(s) to a solution.
   3. Design in collaboration with the Project Management stream of work
   4. Deliver, the solution, either directly or in collaboration with another team
5. Support the Digital team daily in solving business-critical bugs and core maintenance activities.

Data Management

1. Receive and analyze data set, flagging inconsistencies and issues to the program team.
2. Coordinate with the program teams, ensuring regular communication of status and time of delivery.
3. Clean, correct, or update data entries on a large scale.
4. Convey good practices among teams in data recording and delivery.
5. Create reports and analysis that generate insights to improve the operations.

Daily tasks

1. Participate in frequent briefings and stand-ups (as required) with the Digital team to discuss updates, opportunities, challenges, and improvement areas.
2. Assist Axios with the trainings for the development team and any other external partner for Axios+
3. Support in defining the functional specifications of new features, identifying potential challenges and roadblocks, and offering solutions.
4. Contribute to the preparation of reports to Axios Leadership
5. Participate in planning / strategy sessions as required.
6. Project manage data migration/data entry projects.

Relationships

• Report to the Director of Digital with a dotted line to a Digital Consultant in charge of the Service Desk
• Develop good relations across all levels in Axios, as well as clients and key stakeholders. Interpersonal skills are critical to this position.
• Maintain on-going and frequent communication with Project Team Leaders including Axios regional and global staff

Competencies

• Concern for order, structure, and quality - We provide quality over quantity, every single day.
• Adaptability and flexibility - We do what needs to be done.
• Continuous improvement - We do not know everything, and we strive to improve and grow every day.
• Communication and Teamwork - We say what we will do, and we do what we said we would do. Together.
• Solution-driven - We come with solutions to our problems.

Educational Background and Experience

• Bachelors Degree level education in Business Administration, Management, IT or Digital
• 3-5 years professional experiencein customer service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms
• Proven experience in handling a high volume of requests, demonstrating capacity to manage and categorize traffic
• Experience in conducting user demos and trainings (in person and virtual)
• Native level command of both spoken and written English
• Strong competency in the full MS Office Suite, in particular Microsoft Excel

Job Circumstances

• The position is based in our regional office
• Flexibility in ability to travel as well as working hours is essential

Keyskills :

About Company

Axios was formed by a group of health experts who shared the vision of an organization that could work effectively with patients, and private and public sector stakeholders to improve access to healthcare in developing countries and emerging markets.