Senior Customer Care Specialist

Participate in designing, standardizing, and improving customer care processes to enhance efficiency, transparency, and controllability.
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.
Perform other tasks as assigned by the direct manager.
Execute and continuously optimize multi- channel customer care operations (Hotline, Email, Chat, App) in compliance with SLAs and service quality standards.
Analyze customer care operational data (CRM, tickets, surveys, campaigns) to identify bottlenecks, root causes, and improvement opportunities.
Contribute to customer care digitalization initiatives, including CRM enhancement, workflow automation, and AI- based solutions (e.g. chatbot, AI agent).

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.
Experience participating in automation or digital transformation projects related to customer service is preferred.
Strong logical thinking and data analysis skills; ability to interpret data and translate insights into actionable solutions.
Bachelor’s degree or higher in Finance, Banking, Securities, Economics, or related fields.
Proficient in Excel; experience with Power BI or operational dashboards is preferred.
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.
Good English proficiency for business communication, reporting, and project participation.
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.

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Cập nhật gần nhất lúc: 2026-03-18 00:55:03