This position is based within the Customer Care Center, where you will work closely with customer care teams to understand operational needs and identify opportunities for technology-driven improvements. As a Technical Business Analyst, you will bridge business requirements and technical solutions, working with IT, data, and project teams on CRM, automation, AI, and other digital transformation initiatives to enhance customer care operations and service quality.
1. Key Responsibilities
- 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.
2. Requirements
- Bachelor's degree in Information Technology, Computer Science, or related fields.
- At least 3 years of experience in Business Analyst or other related roles.
- Proficiency in data analysis tools (e.g. SQL, Python) and familiarity with visualization tools (e.g., Power BI).
- Good English is a must.
- 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.