Analyze customer care operational data (CRM, tickets, surveys, campaigns) to identify bottlenecks, root causes, and improvement opportunities.

Contribute to customer care digitalization initiatives, including CRM enhancement, workflow automation, and AI-based solutions (e.g. chatbot, AI agent).

Execute and continuously optimize multi-channel customer care operations (Hotline, Email, Chat, App) in compliance with SLAs and service quality standards.

Work with project managers, web developers, and data teams to translate business needs into clear requirements.

Prepare reports, proposals, and presentation materials to support projects and requests from direct managers and/or senior management.

Perform other tasks as assigned by the direct manager.

Bachelor’s degree in Information Technology, Computer Science, or related fields.

At least 3 years of experience in Business Analyst or other related roles.

Proficiency in data analysis tools (e.g. SQL, Python) and familiarity with visualization tools (e.g., Power BI).

Good English is a must.

Knowledge or hands-on experience with customer care technologies such as CRM systems, workflow automation tools (e.g. n8n), and AI-based solutions (chatbot, AI agent, LLM) is preferred.

Experience participating in automation or digital transformation projects related to customer service is preferred.

Strong logical thinking and data analysis skills; ability to interpret data and translate insights into actionable solutions.

Good communication and problem-solving skills, with the ability to collaborate effectively across functions.