CS Operations Specialist at moomoo

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

0.0

Posted On

02 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality System Management, Root Cause Analysis, Training Development, Employee Enablement, Customer Feedback Analysis, Cross-functional Collaboration, Service Standards Definition, Service Performance Enhancement, Presentation Skills, Analytical Skills, Problem-Solving Skills, Attention to Detail

Industry

Financial Services

Description

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. 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.

Responsibilities

This role involves managing and optimizing the service quality system through daily inspections, root cause analysis, and standard setting. Additionally, the specialist will be responsible for developing and delivering training programs for new hires and existing staff to enhance skills based on quality findings.