Customer Service Operations Specialist

Role Overview

Customer Service Operations Specialist at moomoo. This role serves as the core of quality and customer experience within the service department.

Role Purpose

Establish and maintain excellent service standards through systematic quality monitoring, effective employee enablement, and in-depth customer insights to drive continuous improvement of overall service quality and customer satisfaction.

Key Responsibilities

Quality System Management & Optimization

• 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.

Training Development & Employee Enablement

• Conduct new hire onboarding training and ongoing skill enhancement programs for existing staff.
• Develop training materials and create training plans based on business needs.
• Organize assessments based on business requirements.
• Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings.

Customer Experience Insights & Optimization

• Respond to, collect, and analyze customer feedback and suggestions.
• Identify experience pain points and translate them into actionable optimization requirements.
• Collaborate with cross-functional teams including Product, Technology, and Business to drive implementation of experience improvement initiatives.
• Monitor the effectiveness of experience improvement initiatives.

Qualifications & Experience

• Minimum 2 years of experience in customer service, quality management, or training.
• Experience in the financial or securities industry is a plus.

Skills & Competencies

• Proficient in Arabic and English as working languages.
• Excellent presentation and communication skills.
• 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.
• Outstanding cross-team communication and collaboration abilities.
• High attention to service details with deep understanding of and sensitivity to customer experience.