Customer Service Operations Specialist, Zalo
Full-time
Own the analysis of Customer Service operating performance: surface pain points and turn operational needs into concrete process, system and automation improvements. The role is the bridge between CS Operations and Product/Tech/Data, making sure solutions solve the real problem, can be measured, and improve the customer experience.
🤖 What you will do
- 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.
👾 What you will need
- 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;
Nice to have
- 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.
