Chuyên Viên Vận Hành Và Tối Ưu Trải Nghiệm Khách Hàng

This role involves monitoring and analyzing key performance indicators (KPIs) for the CE department, focusing on customer satisfaction (CSAT), dissatisfaction (DSAT), and contact ratio. The candidate will be responsible for identifying areas for improvement, suggesting process enhancements, and maintaining standard operating procedures (SOPs) and work instructions (WIs). Additional responsibilities include providing input for SOP and process improvements, documenting and presenting changes to team workflows, supporting project execution and monitoring, and maintaining IVR greetings. This position requires a strong analytical mindset, problem-solving skills, and the ability to effectively manage multiple tasks.