TDCX

• Plan and execute all Web/Mobile, SEO/SEM, PPC, Affiliate Marketing, SMM and digital advertising campaigns. • Develop and manage digital marketing campaigns across multiple channels utilizing appropriate tools and techniques for e-mail marketing, paid search, SEO, PPC, mobile advertising (including Apps), InMail Sponsored Content and social media. • Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs). • Identify trends and insights, and optimize both spend and performance based on insights. • Evaluate emerging technologies and provide thought leadership and perspective for adoption where appropriate. • Create leads, landing sites, and digital journeys in collaboration with internal teams to optimize user experience. • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Manage and optimize our CRM ecosystem. • Automate lead management processes. • Ensure seamless data flow across multiple platforms. • Configure and maintain GoHighLevel (GHL). • Build and troubleshoot n8n workflows. • Integrate systems through APIs and webhooks. • Leverage AI technologies to improve lead routing, qualification, and customer engagement.

• Engage leads across the SMB segment, through chat, email, phone and online meetings. • Ensure a thorough support and follow-up at all stages of the Customer Relation • General enquiries upstream, selling process and after-sale service with customers throughout the different media channels such as telephone, email, website, web chat, and social media. • Answering incoming calls and enquiries for any requests, including general information requests on campaign facilities and quote requests. • Handling and qualifying incoming complaints, ensuring that the service provider's agents provide all reasonable assistance and information to Client in order to solve them or in specific cases. • Transform Direct (Individual customers) and Indirect (agencies) traffic into sales and provide a high quality of customer service.

• Dedicated Independent Quality Analyst. • Work alongside the client's Quality PM, Vendor Manager, L&D PM, Policy team and wider Player Care team, to drive QA excellence within global Player Support vendors. • Surface insights and recommendations to improve the quality of support, player experience, policy and processes, and ensure vendor consistency and integrity. • Responsible for the quality standards of global partners through QA evaluations and deep dives. • Reporting to the Independent QA/Centralized QA Account Manager. • Responsible for continuous learning of gameplay and player support ticket handling policies and processes. • Be the expert on client game products and SME for your focus market. • Evaluate player support tickets to identify areas for improvement on the Partner and Language market level; conduct analysis to identify gaps in quality standards with vendor QAs. • Use available tools to gather data and analyze market trends or patterns affecting quality and player experience. • Deliver these insights to relevant stakeholders. • Take part in, run, and facilitate calibration sessions within your own team and with global vendors. • Great communication skills and interpersonal skills. • Ability to resolve QA disputes and calibration discrepancies with global vendors. • Excellent reporting and presentation abilities, experienced in delivering Business Reviews to stakeholders of various levels. • Collaborate with client and global QA vendor team members to improve player support experience. • Provide insights to Learning Specialists to close agent knowledge and skill gaps. • Complete targeted deep dives on an ongoing basis. • Use relevant sample size calculations to ensure efficient quality analysis of productivity. • Evaluate both assisted (agent) and non-assisted (bot) tickets to help improve the overall player experience. • Provide structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization. • Agile team player, willingness to share knowledge and best practices to improve overall team performance and motivate each other. • Able to work independently, problem solver, analytical mindset with a good acumen on trend spotting, able to connect the dots. • Able to drive QA initiatives and projects on a team and global level. • Able to work with cross-functional partners of different regions, stakeholder management experience. • Able to make sense of complex and multilayer QA information, turn it into concise and valuable insights to client and global vendors. • Able to perform under pressure, meet deadlines and deliverables through great time and task prioritization.

• Creating and managing comprehensive digital marketing campaigns across multiple channels, including Google, LinkedIn, Bing, Baidu, and Naver, to attract and convert potential customers. • Continuously monitoring and analyzing campaign metrics to identify areas for improvement and leveraging AI to enhance campaign effectiveness and achieve key performance indicators (KPIs). • Setting up robust analytics tracking to collect accurate data, providing valuable insights for informed decision-making. • Conducting lead scraping and creating engaging landing page content to expand our lead database and drive conversions. • Working closely with cross-functional teams to ensure alignment between marketing strategies and overall business objectives. • Staying up-to-date with industry trends and identifying new opportunities to optimize our digital marketing efforts. • Exploring and implementing innovative digital marketing tools and techniques to maintain a competitive edge.

• Provide exceptional customer care and support to care organizations • Handle customer support phone calls from care organizations using the medicine dispensing robots and the connecting administrative system (Telecare system) • Provide high-quality assistance to customers with their various questions related to using and refilling robots and handling alarms • Handle remote corrections and alarms in the background system 24/7 • Escalate possible issues to tier 2 when unable to resolve the issue • Prioritize and coordinate tasks and assignments • Document each call with relevant and necessary information

• As an Account Specialist, you will be working with our ePayment Account to deliver #happier customer experience. • E-payment allows users, from fledgling start-ups to Fortune 500 companies to accept payments to power their businesses. • Support has always been at the core of E-payment and, as the company expands globally; your work will help provide the highest quality of support to new and existing users. • Most of the time you’ll communicate with users via multiple channels including phone, chat, and email. • E-payment users can ask tough questions. • You’ll need to be willing to spend time paying individual attention to users, carefully researching their issues and asking for help from the rest of the team when you need it

• Provide excellent support experience to customers via all relevant communication channels. • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified. • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards. • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience. • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures. • Build sustainable relationships and engage customers by taking the extra mile. • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Responds and addresses customers' problems in a timely manner utilizing our support system • Supports customer in a high quality, engaging, and empathetic 1:1 discussion. • Troubleshoot technical issue if required. • Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries • Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience • Understands the technical back end and operations of our project • Improves and expands technical knowledge and familiarity with technical issues to better assist customer • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Provide exceptional customer care and support to care organizations • Handle customer support phone calls from care organizations using the medicine dispensing robots and the connecting administrative system (Telecare system) • Provide high-quality assistance to customers with their various questions related to using and refilling robots, handling alarms, and operating the Telecare system • Remote corrections and other alarms in the background system • Escalating possible issues to tier 2 when unable to resolve the issue • Prioritize and coordinate tasks and assignments • Documenting each call with relevant and necessary information