Online Service Operation Specialist

About the role

The Online Service Operation Specialist will manage and monitor online service NSS (Net Service Satisfaction) and interaction service operation data for European contact centers. The role involves tracking abnormal data, analysing root causes, and coordinating improvements to enhance customer satisfaction.

Key responsibilities

• Monitor NSS and interaction service data (first‑call resolution, SLA, etc.) across European contact centers and analyse abnormal trends.
• Identify top regional issues, determine root causes and develop corrective action plans until closure.
• Track consumer cases that remain open, follow up with relevant teams and ensure timely closure.
• Collect and analyse voice‑of‑customer feedback to improve service processes and overall satisfaction.
• Organise and execute online operation meetings, prepare materials, schedule sessions and record meeting minutes with follow‑up tasks.

Required profile

• Background in electric device, smartphone or PC interactive service management (preferred).
• Up to 3 years of experience in European interactive service (e.g., hotline) operation management.
• Strong communication, clear logical thinking and highly organised, target‑oriented attitude.
• Proficiency with Office tools such as Excel and PowerPoint.
• Ability to work in a multicultural environment and a proactive, learning mindset.
• Bachelor’s degree; fluent English (reading, writing, speaking). Chinese language skills are a plus but not required.

Required skills

• Microsoft Excel
• Microsoft PowerPoint