Customer Service Process & Automation Specialist
ConfidentialThane, India18 days ago
Job descriptionObserve & Discover : Spend time with customer service teams, mapping workflows, gathering pain points, and identifying opportunities for automation and simplification. Prototype & Test : Build quick proof-of-concepts using low-code automation tools (e.g., Power Automate) and AI prompt engineering, iterate daily, and show results weekly. Co-Create & Engage : Involve frontline agents in designing and testing solutions to maximize adoption and engagement. Measure & Share : Track business impact (time saved, error reduction, improved customer experience) and communicate progress to leadership. Collaborate & Scale : Partner with the COE and IT teams to ensure solutions are compliant, secure, and scalable when rolled out globally. Champion Agility : Promote a culture of continuous improvement and rapid experimentation within the teams. Bachelor's degree in Business, Information Systems, Industrial Engineering, or related field. 3+ years of experience in customer service, operations, process improvement, or automation roles. Hands-on experience with low-code / no-code automation tools (Power Automate, or similar). Familiarity with AI tools and prompt engineering for business use cases. Strong analytical skills and ability to map processes and identify inefficiencies. Excellent communication and facilitation skills to engage diverse global teams. Experience in customer service process redesign and continuous improvement (Lean, Six Sigma, or similar a plus). Familiarity with CRM (Salesforce) and ERP (SAP) processes. Background in running agile projects, sprints, or iterative pilots. Knowledge of data privacy, governance, and IT security considerations. Ability to balance quick experimentation with long-term scalability. Experience in Power Automate, Power BI or Power Cloud will be an asset
The Big Picture
As our Customer Service Process & Automation Specialist , you will sit at the intersection of business processes, AI, and automation. Your mission is to work closely with our global customer service teams, observe how they work, and identify opportunities to simplify, automate, and improve the customer and agent experience. You will quickly prototype solutions using low-code tools, AI, and automation technologies, engage agents in co-creating improvements, and help us make measurable progress every week.
This role is not about large, slow transformation projects — it is about agility, creativity, and hands-on problem-solving that delivers quick wins and builds momentum for larger initiatives.
What's In It For You
- Direct impact on how thousands of customers experience our service every day.
- Work closely with customer service agents, making them co-creators of change rather than passive recipients.
- Experiment with the latest AI and automation technologies and see results fast.
- Be part of a global transformation program driving customer experience and company growth.
- Enjoy career growth opportunities in process transformation, automation, and digital customer experience.
- Placeholder for local benefits
Your Superpowers in Action
Basic Qualifications
Preferred Qualifications
Skills Required
Power Bi, Power Automate, Lean Six Sigma
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Automation Specialist • Thane, India
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