Zalo

(Senior) Customer Service Specialist, Zalo

Quận 7, Hồ Chí Minh

Đăng 3 ngày trước và Công việc hết hạn trong 1 tuần tới

Trách nhiệm công việc

Responsible for leading the customer service team in handling customer inquiries, requests, and complaints across multiple channels (hotline, email, chat);
Ensure service quality in line with the highest customer service standards (SLA, CSAT, response time, etc.);
Support and coordinate with related departments (QC/Tech/Dev/PO) to provide effective and timely solutions;
Develop and update customer service processes, guidelines, FAQs, and knowledge base to improve team efficiency;
Collect and analyze customer feedback, generate insights, and propose service improvements;
Participate in the implementation of automation/chatbot/AI in customer service, identifying cases for manual vs automated handling;
Coach, support, and motivate teammates while fostering a positive, collaborative working environment;
Other tasks assigned by Line Manager.

Minimum 3 years of experience customer service in fast-paced environment (Call Center/Ecommerce/Tech/Fintech), including at least 1 year of experience in performance management or equivalent;
Flexible and able to work under pressure in a fast-paced tech environment;
Strong communication skills with active listening and problem-solving mindset;
Proficient in MS Office/Google Sheets for KPI tracking and performance reporting;
Skilled at analyzing customer feedback, CSAT, and complaints to generate actionable insights;
Ability to coordinate with internal teams and accurately report issues/bugs;
High responsibility, honest, and very-detailed orientation.
Nice-to-have:
- Experience with CRM/Helpdesk systems (Zendesk, Freshdesk, Salesforce, Zoho, etc.);
- Familiarity with chatbot/AI/automation in customer service;
- Experience creating guidelines/FAQs/knowledge base or conducting training;
- Analytical mindset with the ability to propose process improvements.