Mô tả Công việc
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.