Customer Service Specialist

Responsible for the operational efficiency, service quality, and workforce capability of the assigned team. This position ensures stable customer support operations which issues are handled according to priority and supports the CS Manager in managing daily operations.
• Organize, assign, and monitor daily tasks across support channels and workload to ensure stable operations;
• Monitor SLA, AHT, FRT, Productivity, aging tickets, CSAT, and assigned KPIs; proactively resolve issues or provide early warnings when there is a risk of not achieving targets;
• Control handling quality, monitor the progress of complex/backlog cases, and ensure compliance with SOPs;
• Escalate issues in a timely manner when they are beyond the team's scope;
• Manage team performance; assign tasks, provide coaching and feedback, and develop appropriate improvement/development plans for each team member;
• Analyze customer feedback and operational issues to identify root causes; propose corrective and preventive actions to minimize recurring issues;
• Develop and update SOPs, guidelines, FAQs/knowledge base, and training materials to improve the team's quality and efficiency;
• Act as the focal point for coordination with QC, Product, Dev, Tech, and other related departments; represent the voice of customers and the CS team through data, issues, and clear recommendations;
• Participate in initiatives related to tool improvements, automation, chatbot/AI, and other tasks assigned by the Line Manager.

Yêu cầu công việc

• College/University degree or equivalent practical experience;
• Minimum of 4 years of Customer Service experience in a technology, fintech, e-commerce, or call center environment; including at least 2 years of experience in people management or performance/operations/BPO management;
• Experience in omnichannel operations and monitoring Customer Service operational metrics;
• Strong people management skills, including task allocation, coaching, performance management, and maintaining team stability;
• Strong analytical thinking, prioritization, and root cause problem-solving skills; proactively proposes solutions instead of only reporting difficulties;
• Good communication and collaboration skills; able to provide clear reports, proactively follow up, and work effectively with multiple stakeholders;
• Proficient in MS Office/Google Workspace, especially Excel/Google Sheets for KPI tracking and reporting;
• Strong sense of ownership, accountability, emotional stability, and the ability to work under pressure in a fast-changing environment;
Nice to Have
• Experience using CRM/Helpdesk systems such as Zendesk, Salesforce, or equivalent tools;
• Experience developing SOPs, guidelines, knowledge bases, or delivering training/coaching;
• Knowledge of or experience in implementing chatbot, AI, or automation solutions in Customer Service;
• Experience collaborating with Product, Dev, Tech, or QC teams to resolve bugs and improve customer experience.