CS Operations Specialist

About the role 

We are looking for an experienced Service Operations Specialist to play a central role in shaping service quality and customer experience across our service organization. This role will focus on defining and upholding high service standards, leveraging structured quality monitoring, employee enablement, and customer insights to continuously enhance service performance and customer satisfaction.

Responsibilities

1. Quality System Management & Optimization

• Conduct daily quality inspections and scoring of service tickets, perform root cause analysis, and propose improvement plans.
• Be responsible for the establishment, implementation, and iteration of the quality inspection processes and standards within the service department to ensure unified service quality.

2. Training Development & Employee Enablement

• Conduct new hire onboarding training and ongoing skill enhancement programs for existing staff, developing training materials, creating training plans, and organizing assessments based on business needs.
• Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings.

3. Customer service understanding & advance

• Respond to, collect, and analyze customer feedback and suggestions to identify experience pain points and translate them into actionable optimization requirements.
• Collaborate with cross-functional teams (e.g., Product, Technology, Business) to drive the implementation of experience improvement initiatives and monitor their effectiveness.

Qualifications

• Bachelor's degree in business, finance, or a related field.
• Minimum of 2 years of experience in customer service, quality management, or training. Experience in the financial or securities industry is a plus.
• Fluent in Thai and Chinese for daily business communication; English proficiency is a plus.
• Excellent presentation and communication skills, with the ability to independently develop training materials and deliver effective training sessions.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and driving process improvements.
• Proficient in MS Office suite, with outstanding cross-team communication and collaboration abilities.
• High attention to service details, with a deep understanding of and sensitivity to customer experience.

Benefits

We offer a comprehensive and holistic work experience and package as follows:

• Competitive compensation and benefits.
• Fun loving and diverse work environment
• Business casual work attire everyday

 Please note that only short-listed candidates will be contacted.