- 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.
- 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.
- Contribute to customer care digitalization initiatives, including CRM enhancement, workflow automation, and AI-based solutions (e.g. chatbot, AI agent).
- 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.
Senior Customer Care Specialist
Phu Hung Securities Corporation
Tầng 21, Phú Mỹ Hưng Tower, 08 Hoàng Văn Thái, Phường Tân Phú, Quận 7, TP. HCM
Posted date:
Experience
2 Years
Job level
Experienced (Non - Manager)
Salary
Job Descriptions
Job Requirement
- Bachelor’s degree or higher in Finance, Banking, Securities, Economics, or related fields.
- 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.
- Strong logical thinking and data analysis skills; ability to interpret data and translate insights into actionable solutions.
- Good communication and problem-solving skills, with the ability to collaborate effectively across functions.
- Proficient in Excel; experience with Power BI or operational dashboards is preferred.
- Ability to develop clear, structured PowerPoint presentations for proposals, reports, and implementation roadmaps.
- Good English proficiency for business communication, reporting, and project participation.
- 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.
- Experience participating in automation or digital transformation projects related to customer service is preferred.
More Information
- Degree: Bachelor
- Age: Unlimited
- Type of employment: Permanent
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