Document requirements in the form of BRD (Business Requirements Document), FRD (Functional Requirements Document), and User Stories for the development team.
Perform business process mapping (operational process flowcharts).
Validate whether the system/application meets user requirements (gap analysis).
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Fluent in English and Mandarin – Must be comfortable handling multilingual customers. Cantonese speaking candidates will be a bonus (for Hong Kong market)
Customer-facing experience– Background in customer service, hospitality, or other service-related industries is a plus.
Strong communication & problem-solving skills – Ability to de-escalate issues and turn a negative experience into a positive one.
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