About This Job
Trách nhiệm chính
- Track and analyze CS operating metrics to spot trends, anomalies and root causes.
- Build and maintain the dashboards, reports and trackers the team relies on to monitor performance, catch issues early and make operational decisions.
- Review CS processes end to end and pinpoint bottlenecks, manual steps, recurring errors and anything else that drags on productivity or customer experience.
- Gather and clarify requirements from CS Operations, then turn them into BRDs, business rules, process flows or solution write-ups clear enough for every stakeholder to sign off on.
- Partner with Product, Tech, Data and other teams on solution design, backlog prioritization and the rollout of system improvements, workflows and automation.
- Run UAT, pilots, go-live and post-launch monitoring, checking results against requirements and measuring impact before and after each change.
- Contribute to Automation / Chatbot / AI Bot initiatives: analyze fallback, escalation and handling quality, and find ways to tighten the Bot-to-Human flow.
- Own timelines, dependencies, issues and stakeholders on assigned tasks and projects, and stay with each one until it is resolved or running stably in production.
Yêu cầu
- College or university degree, or equivalent hands‑on experience.
- 3+ years in CS Operations, Automation, Process Improvement or Business Analysis.
- Comfortable analyzing operational and CS data, and turning it into insight and action.
- Strong Excel/Google Sheets skills for analysis and reporting; SQL, Power BI or Looker Studio is a plus.
- A root‑cause, process‑optimization and systems‑thinking mindset – digs into why something is happening rather than just reporting the numbers.
- Background in in‑house CS, contact center, e-commerce, fintech or tech is preferred, especially in high‑volume operations or multi‑channel support.
- Able to own a project end to end, manage your own workload, communicate clearly and work well across teams.
Yêu cầu ưu tiên
- Hands‑on experience delivering Automation, Chatbot, AI Bot, workflow or system improvements in Customer Service or Operations.
- Experience writing requirements/BRDs, process flows and business rules, running UAT and working with Product/Tech/Data to ship improvements.
- Experience measuring post‑launch impact – less manual effort, higher productivity, better SLA/CSAT/FCR or a smaller backlog.
- Experience operating on Zalo OA or the wider Zalo ecosystem.
- Familiarity with CRM/helpdesk, ticketing, omnichannel or similar Customer Service tools.
Thông tin khác
- Địa điểm làm việc: Hồ Chí Minh
- Toàn thời gian