(Senior) Customer Service Specialist, Zalo

• 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.

👾 What you will need

• 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.