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Digital Touchpoints Specialist

October 31, 2022 | Customer Service & Support, Digital Platform Management | 2 positions in Phnom Penh

Job responsibilities

In Smart Axiata, we believe in giving our customers exceptional digital experience through our world-class products, services, and customer care. Customer Experience is the core of our inspiration and design.

The Digital Touchpoints Specialist works with other departments to improve all Smart Axiata digital touchpoints ensuring customer satisfaction with Smart throughout their whole customer journey from awareness engagement, purchase, and feedback.

  • Manage requirements roadmap and operation for Chatbot and IVR system
  • Coordinate with vendor to implement CX platform such as eKYC, payment integration, and digital campaign management platform
  • Collaborate with departments and external vendors to ensure effective and efficient development and quality delivery
  • Measure and monitor Customer Experience KPI to ensure performance growth over the touchpoints

Job requirements


  • Bachelor Degree in Business Administration, Information System, Information Technology is preferred
  • Minimum 1 -2 years’ work experience in a product/ marketing/ digital services/ transformation role in telecommunications or a similar environment
  • Experience of working collaboratively with diverse range of stakeholders at all levels including senior management and key professional staff cross-departmentally, to achieve successful outcomes
  • Experience in the following is preferred: digital transformation; product conceptualization and design; or marketing
  • Strong project management skills
  • Excellent interpersonal skills; able to establish work relationships and communicate ef-fectively with staff, at all levels including senior management
  • Proficiency in Ms Office (Word, Powerpoint, Visio, Excel) is required
  • Ability to demonstrate a high level of verbal and written English
  • Excellent at producing and presenting concise presentations & reports
  • Proactive, passionate, self-confident, able to work effectively under pressure, quality-oriented

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