Service Operations Specialist

vivo Europe; Madrid; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

vivo Europe is seeking a Service Operations Specialist to support and improve our European customer service operations. The role focuses on contact center operations, service quality monitoring, and user feedback analysis to drive improvements across markets.

The ideal candidate has hands-on experience in customer service operations or BPO management, strong data analysis skills, and a practical, user-oriented mindset. Travel within Europe and China is required.

Formación

• Bachelor's degree or above, with good English listening, speaking, reading, and writing skills.
• At least 3 years of customer service management experience; outsourcing site management or project management at BPO service outsourcing companies is preferred.
• Strong data analysis and problem-solving skills.
• Possess strong user-oriented awareness, communication and coordination abilities, strong execution ability, and a strong results-oriented mindset.
• Willingness to travel (mainly within Europe and China).

Responsabilidades

• Operate and manage the European contact center site, formulating effective management methods, and being accountable for user service experience results.
• Collect feedback from users in the European market contact center channel to promote the improvement of product and service reputation.
• Evaluate the service quality of European service centers and produce authentic and valid data; undertake product and other types of research and provide authentic and valid data.

Conocimientos

Data analysis

Customer service management

Communication

Coordination

Problem-solving

Results oriented

Educación

Bachelor's degree or above

Descripción del empleo

We are a technology company, driven by the passion to create the ultimate products, with smart terminals and intelligent services at our core. Founded over 20 years ago, with headquarters in Dongguan, China, we are proud to say that over 80 percent of our employees work in R&D as part of our proprietary research and development system. Today, we have over 300 million active users worldwide, and we are ranked 5th in global market share.

One dream. One team

With a firm belief in building vivo culture in Europe, we are proud to say that our team is courageous, ambitious, authentic, and multicultural, with 15 nationalities and growing. We celebrate each nationality’s special day. At vivo, we make sure your voice is heard and your culture is respected.

At vivo, we commit ourselves to one thing: doing the right things and doing things right. We support openness and authenticity, promote self-reflection and continuous learning, and strive to provide a working environment where our talents can perform at their best.

Overview

vivo Europe is looking for a Service Operations Specialist to support the management and continuous improvement of our customer service operations across the European market. This role will focus on contact center operations, service quality monitoring, user feedback analysis, and service experience improvement.

The ideal candidate has hands-on experience in customer service operations, contact center or BPO management, strong data analysis skills, and a practical, user-oriented mindset. You will work closely with internal teams, external service partners, and regional stakeholders to ensure that vivo users across Europe receive a consistent, professional, and high-quality service experience.

This is a great opportunity for someone who enjoys improving processes, working with data, coordinating across markets, and turning user feedback into real service improvements.

Key Responsibilities

• Responsible for the operation, management, and construction of the European contact center site, formulating effective management methods, and being accountable for user service experience results;
• Responsible for collecting feedback from users in the European market contact center channel to promote the improvement of product and service reputation;
• Responsible for evaluating the service quality of European service centers and producing authentic and valid data; undertaking product and other types of research and providing authentic and valid data.

Requirements

• Bachelor's degree or above, with good English listening, speaking, reading, and writing skills;
• At least 3 years of customer service management experience; experience in outsourcing site management or project management at BPO service outsourcing companies is preferred;
• Strong data analysis and problem-solving skills;
• Possess strong user-oriented awareness, communication and coordination abilities, strong execution ability, and a strong results-oriented mindset;
• Accepting business trips (mainly within Europe and China)