Customer Service Operations Specialist

About the Role

Futu Holdings is seeking a Customer Service Operations Specialist to join our team in Riyadh, Riyadh. This full-time role is central to maintaining high-quality customer experience within our service department. The specialist will be responsible for establishing and upholding excellent service standards.

Role Purpose

The primary purpose of this position is to drive continuous improvement in overall service quality and customer satisfaction. This will be achieved through systematic quality monitoring, effective employee enablement, and in-depth analysis of customer insights.

Key Responsibilities

The Customer Service Operations Specialist will manage and optimize quality systems, develop training programs, and analyze customer experience. Key responsibilities include:

• Conducting daily quality inspections and scoring of service tickets, performing root cause analysis, and proposing improvement plans.
• Establishing, implementing, and iterating quality inspection processes and standards within the service department to ensure unified service quality.
• Conducting 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.
• Delivering targeted training sessions and case study sharing based on business requirements and quality inspection findings.
• Responding to, collecting, and analyzing customer feedback and suggestions to identify experience pain points.
• Translating customer feedback into actionable optimization requirements.
• Collaborating with cross-functional teams, including Product, Technology, and Business, to drive the implementation of experience improvement initiatives and monitor their effectiveness.

Qualifications and Experience

Candidates for this role should possess relevant experience in service operations and customer experience management.

• 2-5 years of experience in a related field.

Work Environment

This is a full-time position based in Riyadh, Riyadh, offering an opportunity to contribute to a growing service department.

Application Process

We invite qualified candidates to apply for this position.