Job Description:
We are seeking a detail-oriented Process Excellence to develop our CS Standard Operating
Procedures (SOPs) and ensure the accuracy, clarity, and effectiveness of our Knowledge Base
and SOP Tool. This role will be responsible for developing SOPs, optimizing and maintaining
the automation and accuracy of SOP Tool:
SOP Development and Implementation:
- Collaborate with cross-functional teams to design new Standard Operating.
- Procedures (SOPs) for CS processes.
- Improve existing SOPs based on analysis, feedback, and best practices.
- Ensure SOPs align with relevant policies, regulations, and business objectives.
SOP configuration:
- Configure offline processes from the Knowledge Base into the SOP tool, optimizing the use of APIs and supporting features to improve solution accuracy and reduce manual verification for agents.
- Request required APIs and features, collaborate with regional teams to enhance the performance and effectiveness of the SOP tool.
Stakeholder Collaboration:
- Actively collaborate with cross-functional teams for relevant initiatives / features.
- Maintain clear and effective communication with stakeholders throughout the process development lifecycle.
Process Analysis and Evaluation:
- Establish and monitor Agent/ User communication process frameworks, including regular checklists, and review cycles.
- Monitor Agent and Customer feedback, search queries, and article performance metrics to identify content gaps and areas for improvement.
Requirements:
- Experience in customer support or product operations in e-commerce or retail industries is a plus.
- Strong understanding of Standard Operating Procedure (SOP) design, implementation, and continuous improvement. Proven ability to translate offline or manual processes into structured, tool-based workflows.
- Experience working with or coordinating APIs, automation features, and system integrations to improve operational efficiency.
- Good logical thinking skills and problem-solving skills with the ability to break down complex problems into manageable components, systematic approach to identifying and implementing solutions for process optimization.
- Analytical mindset with experience using metrics (e.g., Resolution rates, CSAT) to drive improvements.
- Strong communication and writing skills, with the ability to deliver information clearly and effectively. Fluency in English and Vietnamese is essential.
- Strong collaboration across cross-functional teams.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
