Senior Operation Specialist

The operation team has its own rhythm and atmosphere, which is not only exciting to plug into but also challenging to keep flawless. A Senior Operation Specialist is capable of administrative functions, including operations, management, process improvement and identifying various compliance issues. This position requires a good management skill to look over and control the external CS operation which has to manage a number of CS agents. Excellent communication skill (English & Vietnamese) is definitely the must, the ideal candidate is also expected with leadership abilities and strong analytical skills for strategic planning and development.

Responsibilities
• Work with call-center vendors and team members to ensure operation efficiency (articles content review quality & time, customer service and other operation activities).
• Measure, report & monitor major KPIs, propose action plans, and lead projects to improve database health, as well as buyers & sellers’ effectiveness.
• Analyse customer feedback, conduct user’s interviews (if needed) to provide insights on customer concerns, and lead the execution to improve customer satisfaction.
• Improving in-app community features (quality & quantity)
• Support in analysis, planning to launch new products or features.
• Coordinate with Marketing, Business, Technical team and other business teams in cross-team projects.
• Prepare weekly/monthly report and other ad-hoc duties as assigned.

• A Bachelor Degree, with good scholastic records is a good advantage
• 3 - 5 years’ experience in this position of role or similar is essential to the role
• Passionate about customer satisfaction, be dedicated to consistently driving high standards
• Strong communication skill in English & Vietnamese (written and spoken)
• Strong analytical and problem solving skills

- Premium Private Healthcare Insurance
- Top-tier Work Equipment
- Opportunity to visit global office and participate in LINE global activities as necessary

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