CS Process Excellence Expert
Khối Vận Hành
Hồ Chí Minh
25-CX-0888
The Customer Service Solution & Improvement Expert is accountable for leading the design, governance, and continuous optimization of Customer Service processes and operating standards. This role serves as a subject-matter expert (SME) in CS operations, driving cross-functional improvements, identifying systemic issues, and ensuring scalable and compliant service delivery.
The position requires strong analytical capability, end-to-end ownership, and the ability to influence across teams to enhance customer experience and operational performance.
Mô tả công việc
- Process Architecture & SOP Governance
- Lead the development, standardization, and governance of CS workflows, policies, and SOPs across channels.
- Conduct deep-dive assessments to identify structural loopholes, compliance risks, and process inefficiencies.
- Define and implement optimization frameworks to improve AHT, FCR, resolution time, productivity, and service consistency.
- Ensure regular reviews and timely updates of CS operating procedures.
- Cross-functional Leadership
- Represent Customer Service as the key SME in cross-functional projects involving Product, Technology, Payments, Risk, and Operations.
- Lead requirement alignment, solution validation, UAT, and post-launch performance monitoring.
- Influence stakeholders to resolve dependencies, close process gaps, and support scalable operations.
- Operational Excellence & Risk Management
- Establish governance mechanisms to monitor SLA adherence, repeated contacts, escalations, and high-impact cases.
- Drive systematic root-cause analysis and lead cross-team action plans to mitigate recurring issues.
- Ensure operational changes are embedded effectively through coordination with QA and Training teams.
- Insights, Analysis & Continuous Improvement
- Analyze operational data, ticket trends, user behaviors, and feedback to generate actionable insights.
- Develop structured improvement proposals, business cases, and process maps for leadership evaluation.
- Track and measure the impact of implemented improvements and iterate based on performance outcomes.
Yêu cầu công việc
- Education & Experience
- Bachelor’s degree in Business Administration, Operations, Customer Experience, or related field.
- Minimum 4–6 years of experience in Customer Service Operations, Process Excellence, CX, QA, or similar SME-level roles.
- Proven experience in leading cross-functional initiatives and process transformation.
- Strong understanding of CRM/ticketing systems, operational workflows, and service governance.
- Skills & Competencies
- Expertise in process design, SOP governance, and operational problem-solving.
- Strong analytical capability with the ability to translate data insights into process improvements.
- Excellent stakeholder management, communication, and influence skills.
- High level of business acumen and structured thinking.
- Proficiency in Google Workspace/MS Office; experience with flowcharting and process mapping tools (Miro, Lucidchart, Visio).
- Professional Attributes
- Strong ownership mindset with ability to drive initiatives end-to-end.
- Detail-oriented, organized, and capable of working independently with minimal supervision.
- Customer-centric with a continuous improvement mindset.
- Comfortable navigating fast-paced and complex environments.
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