Junior Specialist – CX Process Improvement

Jobtailor; Muntinlupa; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Jobtailor is seeking a proactive CX/AI Training & Knowledge Manager to design and deliver training content, maintain knowledge bases, and lead AI initiatives for teams in Manila and Sydney.

You will partner with stakeholders across CX, Product and Technology to drive operational readiness, continuous learning and high‑quality customer experiences.

Qualifications

• Strong ability to design and develop training content and knowledge resources.
• Experience in AI-enabled customer support and process documentation.
• Analytical mindset with data-driven decision making.
• Ability to collaborate with cross‑regional stakeholders across Manila and Sydney.

Responsibilities

• Collaborate with ZALORA and THE ICONIC to design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions for teams located across Manila, Philippines and Sydney, Australia.
• Ensure all internal and external knowledge content, training materials, Guide articles and AI knowledge sources are accurate, up to date and reviewed according to governance with Australian stakeholders.
• Partner with THE ICONIC stakeholders to support company initiatives by developing training, process documentation, operational readiness plans, knowledge updates and QA requirements.
• Act as 2IC to CX Process Improvement, Training & Quality Associate Manager by supporting planning, prioritisation and delivery of team initiatives.
• Own the development and maintenance of Operational Readiness documentation for new initiatives, assessing impacts across CX, Agent Experience, Reporting and Training.
• Design, review, approve and facilitate new hire onboarding, refresher, upskilling and change management training programmes.
• Lead design, development, implementation and continuous optimisation of AI capabilities, including chatbot flows, intents and self-service experiences.
• Build, configure, test and maintain AI solutions, ensuring chatbot experiences are accurate and aligned with customer needs.
• Contribute to the CX AI strategy and roadmap by identifying AI opportunities to improve outcomes and efficiency.
• Monitor, analyse and report on chatbot performance and AI effectiveness to drive improvements.
• Partner with CX, Product, Technology to design and optimise AI-powered customer support solutions.
• Demonstrate alignment with Australian business practices and promote collaboration and continuous learning.

Skills

Training content development

Knowledge management

AI solutions design

Chatbot configuration

Process documentation

Customer experience

Data analysis

Tools

CRM software

Job description

• Work collaboratively with ZALORA and THE ICONIC to design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions for teams located across Manila, Philippines and Sydney, Australia.
• Accountable for ensuring all internal and external knowledge content, training materials, Guide articles and AI knowledge sources are accurate, up to date and reviewed according to agreed governance with our Australian stakeholders.
• Partner with THE ICONIC stakeholders to support company initiatives and operational changes by developing training, process documentation, operational readiness plans, knowledge updates and quality assurance requirements.
• Act as the second-in-command (2IC) to the CX Process Improvement, Training & Quality Associate Manager by supporting the planning, prioritisation and successful delivery of team initiatives, ensuring resources are effectively allocated, deliverables are achieved and business priorities are met.
• Own the development and maintenance of Operational Readiness documentation for new initiatives, assessing impacts across Customer Experience, Agent Experience, Reporting, Quality Assurance, Communications, Knowledge Management and Training.
• Design, review, approve and facilitate new hire onboarding, refresher, upskilling and change management training programmes, ensuring learning solutions are engaging, effective and aligned with business objectives.
• Lead the design, development, implementation and continuous optimisation of AI capabilities, including chatbot conversation flows, intents, automations, knowledge sources and self-service experiences.
• Build, configure, test and maintain AI solutions, ensuring chatbot experiences are accurate, effective and aligned with customer needs, business objectives and operational processes.
• Contribute to the Customer Experience AI strategy and roadmap by identifying opportunities to leverage AI, automation and knowledge management to improve customer outcomes, operational efficiency and agent productivity.
• Monitor, analyse and report on chatbot performance, AI effectiveness and customer interactions, using data-driven insights to implement enhancements and recommend future improvements.
• Partner with Customer Experience, Product, Technology and other business stakeholders to design, deliver and optimise AI-powered customer support solutions that align with business priorities and customer needs.
• Demonstrate alignment with both THE ICONIC and ZALORA culture through behaviour, ownership and leadership, while fostering the team’s understanding of Australian business practices and promoting a culture of collaboration, innovation and continuous learning.
• During peak operational periods, provide support by handling Tier 1 and Tier 2 customer contacts across all customer service channels as required.

Requirements

• Strong written and verbal English communication skills
• Organised with a high standard of attention to detail
• Proactive and hands-on
• Ability to prioritise work with competing deadlines
• Confident in CRM system knowledge
• Analytically driven and doesn’t shy away from data
• Problem-solving skills
• Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area

Core Competencies

Demonstrates expertise in developing and optimizing training content, process documentation, and AI solutions to enhance customer experience and operational efficiency. Proficient in knowledge management and capable of leading initiatives that align with business objectives and stakeholder needs.

Highest-signal resume keywords

• AI Solutions Development
• Training Program Design
• Knowledge Management
• Customer Experience Strategy
• Data Analysis

ATS Optimization Keywords

Hard Skills

• Process Documentation
• Training Content Development
• AI Capabilities Optimization
• Chatbot Configuration
• Operational Readiness Planning
• Quality Assurance
• Data-Driven Insights
• Customer Support Solutions
• Analytical Skills
• CRM System Knowledge

Soft Skills

• Strong Written Communication
• Strong Verbal Communication
• Attention to Detail
• Proactive Approach
• Problem-Solving Skills

Industry Keywords

• Customer Experience
• Operational Efficiency
• Knowledge Updates
• Change Management
• Collaboration
• Continuous Learning
• Australian Business Practices