Business Analyst (Customer Care Center)

• 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).
• Execute and continuously optimize multi-channel customer care operations (Hotline, Email, Chat, App) in compliance with SLAs and service quality standards.
• Work with project managers, web developers, and data teams to translate business needs into clear requirements.
• 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.

Yêu cầu ứng viên

• Bachelor’s degree in Information Technology, or related fields.
• At least 3 years of experience in Business Analyst or other related roles.
• Proficiency in data analysis tools (e.g. Excel, SQL, Python) and familiarity with visualization tools (e.g., Power BI).
• 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.
• 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.

Quyền lợi được hưởng

• Competitive salary based on capabilities.
• Salary review 1–2 times per year.
• Lunch allowance, parking allowance, phone allowance, and other types of allowances depending on job position.
• Annual health check-ups, 24/24 accident insurance (health insurance), and social insurance with 100% of the salary package. Private health insurance is provided by PJICO.
• Opportunities to participate in professional and career skill training programs organized by the company.
• Financial support for attending external training programs.
• Participation in sports, entertainment, and travel activities such as team connection events, birthday celebrations, team-building, holiday gifts, etc., to promote health and strengthen employee engagement.
• Year-end business performance bonus based on work results.
• Leave policy:
  12 days/year for staff-level positions.
  15 days/year for managerial positions.