1. Key Responsibilities

  • Analyze customer care operational data (CRM, tickets, surveys, campaigns) to identify bottlenecks, root causes, and improvement opportunities.
  • Contribute to customer care digitalization initiatives, including CRM enhancement, workflow automation, and AI-based solutions (e.g. chatbot, AI agent).
  • Execute and continuously optimize multi-channel customer care operations (Hotline, Email, Chat, App) in compliance with SLAs and service quality standards.
  • Work with project managers, web developers, and data teams to translate business needs into clear requirements.
  • 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 in Information Technology, Finance - Banking, or related fields.
  • At least 2 years of experience in Business Analyst or other related roles.
  • Proficiency in data analysis tools (e.g. Excel, SQL, Python) and familiarity with visualization tools (e.g., Power BI).
  • 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.
  • 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.