JOB DESCRIPTION
1. Process improvement and service experience
- Collect and analyze customer feedback, evaluate touchpoints to identify issues and improvement opportunities.
- Propose and implement initiatives to enhance customer experience (CX) and service efficiency.
2. Customer service segmentation and management
- Establish service mechanisms appropriate for each customer segment: individuals, organizations, professional investors, business partners, etc.
- Ensure satisfaction and engagement with key customers through dedicated support programs.
3. Team training and development
- Participate in developing guidance documents, organizing training for new staff and enhancing customer service skills.
- Create a professional service work environment and foster team cohesion.
4. Support business units and partners
- Support sales departments, brokers and partners in onboarding processes, request handling, and business inquiries.
- Build effective coordination processes between the customer service department and related units.
5. Customer service operations management
- Establish and implement processes for receiving, handling and responding to customer requests through multiple channels: hotline, email, direct transactions, information portal, etc.
- Ensure customer service activities are conducted in accordance with policies, comply with regulations and committed SLAs.
6. SLA management and service performance measurement
- Establish and monitor SLA indicators and KPIs related to service quality.
- Analyze service data, prepare periodic reports and propose improvement solutions.
7. Technology application and customer service system management
- Deploy and operate CRM systems, ticketing, chatbot, voicebot and other customer service support tools.
- Coordinate with the technology department to improve efficiency and experience of the customer service system.
8. Reporting, work communication and proposals
- Conduct reporting, work communication and proposals according to methodological frameworks (DIKW, ILEAD, DWork…), ensuring work is not only implemented but also reported, analyzed, explained and proposed for handling directions.
CANDIDATE REQUIREMENTS
1. Education/Certifications
- Bachelor's degree or higher.
2. Work experience
- 2 - 4 years of experience in customer service/customer support/Contact Center.
- Experience handling medium-level complex cases, working across multiple departments.
- Preferred candidates with multi-channel operation experience (call/email/ticket), understanding of basic routing and call distribution.
3. Knowledge/Professional competencies/Skills
- Master medium-level difficult customer interactions; handle basic objections.
- Analyze SLA, identify errors/minor exceptions and propose improvements.
- Advanced CRM/Ticketing: call routing, data cross-checking.
- Communication skills, writing coherent customer responses meeting tone-of-voice standards. Ability to mentor Junior staff in the team.
4. Core competencies
- Possess qualities and mindset aligned with the company's core values.
BENEFITS AND ENTITLEMENTS
1. Community of ethical professionals dedicated to service
- Professional financial services work environment.
- Work with spirit of ownership, creativity and challenge.
2. Total compensation based on competency
- Compensation commensurate with competency and contribution value.
- Annual compensation review consideration.
3. Benefits package
- Participation in social insurance, health insurance, unemployment insurance in accordance with labor law regulations.
- Eligible to participate in health insurance and 24/24 accident insurance.
4. Learning organization and vibrant culture
- Open workspace with modern facilities.
- Rich and meaningful cultural activities, team building, and volunteer programs.