Về công việc
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
Việc làm liên quan
Thỏa thuận
TP. Hồ Chí Minh
Thỏa thuận
TP. Hồ Chí Minh
Thỏa thuận
TP. Hồ Chí Minh
Từ 2640 triệu
TP. Hồ Chí Minh