APAC RCSC Service Excellence Specialist (Digital Enablement)

APAC Regional Customer Service Centre (RCSC) Service Excellence Specialist for Digital Enablement

As the Service Excellence Specialist for Digital Enablement, you will act as a bridge between technology and customer experience, driving the adoption of digital tools to empower healthcare providers. You will lead onboarding for support platforms, monitor predictive service systems, manage remote connectivity, and optimize technical operations to improve regional service speed.

Responsibilities

• Lead onboarding and training for Online Support platforms and AI-driven tools.
• Monitor Control Tower systems to perform proactive, predictive service.
• Manage remote service integrations and instrument connectivity.
• Create and maintain technical knowledge articles and business processes.
• Oversee digital tool functionality and partner with local teams to automate manual tasks.

Requirements

• Bachelor’s or Master’s degree in Business, Life Sciences, IT, Engineering, or a related field.
• At least 3 years of experience in service operations, digital enablement, or quality management.
• Strong understanding of CRM systems and support ticketing tools.
• Excellent written and verbal communication skills in English.
• Proficiency in an additional Asian language is highly valued.
• Ability to adapt to regional business hours and schedules.