1. Key Responsibilities

• Execute and continuously optimize multi-channel customer care operations (Hotline, Email, Chat, App) in compliance with SLAs and service quality standards.
• Handle complex or escalated cases and coordinate with relevant departments to ensure timely and thorough resolution of customer issues.
• Analyze customer care operational data (CRM, tickets, surveys, campaigns) to identify bottlenecks, root causes, and improvement opportunities.
• Participate in designing, standardizing, and improving customer care processes to enhance efficiency, transparency, and controllability.
• Contribute to customer care digitalization initiatives, including CRM enhancement, workflow automation, and AI-based solutions (e.g. chatbot, AI agent).
• 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 or higher in Finance, Banking, Securities, Economics, or related fields.
• At least 2 years of experience in Customer Care within the finance – securities sector; experience in a senior or key-member role is an advantage.
• 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.
• Proficient in Excel; experience with Power BI or operational dashboards is preferred.
• Ability to develop clear, structured PowerPoint presentations for proposals, reports, and implementation roadmaps.
• Good English proficiency for business communication, reporting, and project participation.
• 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.