Job Description:
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:
- 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.
Bonus Points:
- Experience in e-commerce or retail industries.
- Background in customer support or product operations.
Other information
- - Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)
