Key Responsibilities
Analyze customer care operational data (CRM, tickets, surveys, campaigns) to identify bottlenecks, root causes, and improvement opportunities.
Participate in designing, standardizing, and improving customer care processes to enhance efficiency, transparency, and controllability.
Perform other tasks as assigned by the direct manager.
Contribute to customer care digitalization initiatives, including CRM enhancement, workflow automation, and AI- based solutions (e.g. chatbot, AI agent).
Execute and continuously optimize multi- channel customer care operations (Hotline, Email, Chat, App) in compliance with SLAs and service quality standards.
Handle complex or escalated cases and coordinate with relevant departments to ensure timely and thorough resolution of customer issues.
Prepare reports, proposals, and presentation materials to support projects and requests from direct managers and/or senior management.
Requirements
Strong logical thinking and data analysis skills; ability to interpret data and translate insights into actionable solutions.
Good English proficiency for business communication, reporting, and project participation.
Proficient in Excel; experience with Power BI or operational dashboards is preferred.
Experience participating in automation or digital transformation projects related to customer service is preferred.
Good communication and problem- solving skills, with the ability to collaborate effectively across functions.
Ability to develop clear, structured PowerPoint presentations for proposals, reports, and implementation roadmaps.
Knowledge or hands- on experience with customer care technologies such as CRM systems, workflow automation tools (e.g. n8n), and AI- based solutions (chatbot, AI agent, LLM) is preferred.
At least 2 years of experience in Customer Care within the finance – securities sector; experience in a senior or key- member role is an advantage.
Bachelor’s degree or higher in Finance, Banking, Securities, Economics, or related fields.
