• Daily operation of the digital customer care hub across voice, email, chat, self-service platform.
• Ensure high quality, customer focused support with strong service performance and responsiveness.
• Identify and implement process improvements to increase efficiency and enhance the customer experience.
• Support the implementation of AI tools, automation workflows and digital customer service capabilities.
• Perform testing and deployment of new C4C features, including embedded AI, smart recommendations, chatbot upgrades.
• Provide training to internal customer service teams on AI-powered tools in C4C, such as intelligent reply suggestions, automated case logging, and knowledge base recommendations.
• Drive the adoption of customer self-service channels to reduce manual workload. 
• Ensure compliance with internal processes, quality standards and governance requirements.

• Bachelor degree or above in logistic management, 3+ years of experience in using and configuring SAP C4C or similar customer interaction platforms.
• Experience in digital transformation, process optimization, or AI-supported operations is highly desirable.
• Data-driven mindset with the ability to interpret operational KPIs and identify improvement opportunities.
• Quality and service-oriented working style.
• Excellent written and verbal communication skills in English.
• Strong team player, pro-active, flexible, self-motivated, results driven, willing to take additional responsibilities, ability to influence, able to work under pressure.

Mechanical Engineering / B. Com