Customer Service Officer
Mô tả công việc
Job Summary:
• To assist CS Team Lead in managing daily works, give comment(s)/ideas(s) or identify opportunities for quality improvement, and developing initiatives/project/system enhancement
• To deal with internal customers (All departments) and external customers (customers, business partners) in order to get the assigned work(s) done and meet CS’s KPIs
• To assist Team Lead in monitoring and coaching CS staffs to upgrade their skills level then supporting to build Customer Centric Culture as always giving the customers top highest priority, to think beyond standard services.
• To periodically review, update, develop all related processes, manuals, workflows and do regular/ad-hoc reports
Key Roles & Responsibilities:
1. Manage CS Team’s daily operations (60%):
• Call flow & dropped call real-time monitoring,
• Walk-in customer serving when needed
• Agents’ performance monitoring
• TAT control/FCR Control/ QA control
• Support team handling IB and chat channels when needed
• Support team handling customer’s complicated complaint
2. Training responsibilities (20%):
• Support coaching and training both required technical (workflow, procedure, guidelines) training and customer service soft skills training for CS staff;
• Conduct some customer service skills training and quality improvement training to other departments, if required;
3. Report & Others (20%):
• Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer
• Do regular/ad-hoc reports
• Systems enhancement/testing when needed.
• Be a good back up for CS Team Lead
• Other assigned tasks by CS Team Lead/Team Head of Customer Service Center
Yêu cầu công việc
Job Requirements:
1. Qualification:
• College/University graduated. Economics, Finance or Banking is preferable
2. Work Experience:
• At least 3 years experience in customer service/call center or related industries
3. Knowledge
• Vietnamese & English - intermediate
• Understanding about financials’ products
• Customer service oriented & Having knowledge/experience in dealing with customer, Customer service or service industries
• Having experience in complaint handling, dealing with both internal & external customers (face-to-face & other communication channels)
• Manual/procedures/process building up
• Experienced in training coaching
4. Skills
• Familiar with CRM system/call center
• Proficient in MS Office (Word, Excel, Power Point,…)
• Good Analysis & reporting skills
• Procedures/process/guideline,… building up
• Carefulness, perseverance, motivation and self motivation
• Attention to detail and quality orientation
• Relationship building & teamwork
• Agility and adaptability
• Conflict management
• Coaching, training, mentoring, interview skill
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Tỷ lệ cạnh tranh
VietnamWorks tính toán tỷ lệ cạnh tranh của bạn dựa trên thông tin ứng tuyển của bạn và so sánh nó với các ứng viên khác cho công việc này sau khi bạn ứng tuyển.
Thông tin việc làm
26/08/2024
Nhân viên
Ngân Hàng & Dịch Vụ Tài Chính > Đầu Tư Tài Chính
Customer Service, Customer Care, Call Center System, Coaching, Leadership
Tài Chính
Bất kỳ
3
Không hiển thị
Địa điểm làm việc
20 Đường Cộng Hòa, Phường 12, quận Tân Bình, Thành phố Hồ Chí Minh, Việt Nam
17F & 23/F. Saigon Trade Center. 37 Ton Duc Thang. D.1. HCMC. Vietnam
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