Key Responsibilities
1. Omnichannel System Operations & Monitoring
- Operate and monitor omnichannel systems (Call, Chat, CRM, Contact Center)
- Track system performance and proactively detect and resolve issues to ensure SLA compliance
2. Issue Handling & Cross-functional Coordination
- Handle and resolve system-related issues (call, chat, ticket, routing)
- Coordinate with internal teams (IT, Product, Customer Service) and external vendors to ensure smooth operations
3. System Optimization & Process Improvement
- Analyze system performance and user feedback to identify improvement opportunities
- Propose and implement solutions to enhance system efficiency and user experience
- Continuously optimize workflows to improve performance and reduce operational risks
4. Projects & System Integration
- Support system integration projects and new feature rollouts
- Conduct UAT testing before go-live
- Monitor project progress and ensure timely delivery
Requirements
- Bachelor's degree in Information Systems, Business, or related fields
- At least 1–2 years of experience in System Ops / CS Ops / Product Ops
- Experience working with CRM / Contact Center systems is a plus
- Strong analytical thinking and problem-solving skills
- Good communication and cross-functional collaboration skills
- Proactive, detail-oriented, and able to work under pressure
- Basic English reading skills (preferred)
Benefits
- Income and bonus based on performance
- 13th month's salary and KPI bonuses
- Training programs according to company regulations and job requirements
- Social, health, and unemployment insurance provided according to regulations
- Annual salary adjustment based on performance
- Clear career development path
