Customer Service Operations Specialist

About the Role

moomoo is seeking an experienced Customer Service Operations Specialist to join our team. This full-time role is central to maintaining and enhancing the quality of customer experience within our service department. The specialist will be responsible for establishing and upholding high service standards through systematic quality monitoring and effective employee enablement.

Role Purpose

The primary purpose of this position is to drive continuous improvement in overall service quality and customer satisfaction. This will be achieved by leveraging in-depth customer insights, conducting thorough quality assessments, and implementing targeted training programs for service staff.

Key Responsibilities

• Conduct daily quality inspections and scoring of service tickets, perform root cause analysis, and propose improvement plans.
• Establish, implement, and iterate quality inspection processes and standards within the service department to ensure unified service quality.
• Develop and deliver new hire onboarding training and ongoing skill enhancement programs for existing staff, including creating training materials, developing training plans, and organizing assessments based on business needs.
• Provide targeted training sessions and case study sharing based on business requirements and findings from quality inspections.
• 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, including Product, Technology, and Business, to drive the implementation of experience improvement initiatives and monitor their effectiveness.

Qualifications and Experience

• 2-5 years of experience in a service operations or quality assurance role.
• Demonstrated ability to establish and maintain high service standards.
• Experience with systematic quality monitoring and root cause analysis.
• Proven ability to develop and deliver training programs.
• Strong analytical skills to interpret customer feedback and identify areas for improvement.

Required Skills

• Excellent communication and interpersonal skills.
• Strong organizational and project management abilities.
• Proficiency in data analysis and reporting.
• Ability to collaborate effectively with diverse teams.

Application Process

Candidates interested in this Customer Service Operations Specialist position are encouraged to apply. Salary details will be discussed during the interview process.