Company Description
FPT Long Chau is expanding our Product Operation department and seeking a dedicated Omnichannel Operation Specialist. As a leading organization in the healthcare and retail sector, we rely on robust, seamless communication systems to support both our internal teams and the communities we serve.
In this role, you will be the operational core of our Contact Center systems, ensuring that every customer touchpoint functions smoothly and efficiently. We offer a highly structured working environment with clear job scopes and a well-defined career progression roadmap within the Product and System Operations fields.
Key Responsibilities:
- Monitor the daily performance of our omnichannel platforms (Call, Chat, POS) and actively troubleshoot system issues to ensure uninterrupted operations.
- Collaborate closely with the Product and IT teams to configure routing flows, set up IVR scripts, and conduct User Acceptance Testing (UAT) prior to launching new features.
- Act as the primary operational liaison with external system vendors and partners (e.g., Salesforce, Zendesk, AntBuddy), tracking ticket resolutions and ensuring SLA compliance.
- Develop, update, and maintain Standard Operating Procedures (SOPs) and User Manuals.
- Provide ongoing technical support and system training to the Customer Service and Telesales teams.
- Track and analyze key operational metrics (Call/Chat volumes, SLA, AHT) to prepare periodic performance reports for the management board.
Qualifications:
- 2 to 4 years of experience in Product Operations, Customer Service Operations, or IT/System Support.
- Proven hands-on experience with Call Center platforms, Live Chat, or CRM systems.
- Strong understanding of Contact Center performance metrics (SLA, AHT, FCR, CSAT) and basic operational workflows.
- Excellent analytical capabilities and a proactive approach to problem-solving.
- Strong cross-functional collaboration skills to work effectively with internal tech teams and external vendors.
Why Join Us
- Meaningful Impact: Work at the intersection of retail and healthcare, managing systems that directly support customer well-being and service accessibility.
- Clear Career Roadmap: Benefit from a transparent advancement path within our Product Operation team, with opportunities to step into advanced system management or product strategy roles.
- Professional Environment: Engage in work with well-defined scopes, standardized workflows, and a supportive, data-driven corporate culture.
