Contact Center & CRM System Management
Act as the business focal point responsible for Contact Center systems (including Call Center, IVR, Voicebot, etc.).
Coordinate with IT and vendors on system implementation, enhancement, and integration (Email, Zalo, SMS, Mobile App, etc.), including UAT, business testing, and system acceptance.
Propose system improvements to:
Optimize the customer journey
Reduce workload for Customer Service Officers (CSOs)
thereby enhancing the omnichannel customer experience.
Support the development of processes and operational guidelines related to customer service data and systems.