Job Description
1. Directly receive and handle customer requests through various channels: telephone, email/Live Chat, social media, website
2. Handle customer complaints and feedback satisfactorily, meeting customer expectations
3. Make outbound calls according to specific programs and campaigns as required
4. Perform other tasks assigned by the Customer Care Director/Team Leader
Job Requirements
• Bachelor's degree or Associate degree.
• TOEIC: 450-650 or equivalent
• Ability to work shifts suitable for 24/7 Contact Center standards (on duty during holidays, Tet, weekends, outside working hours when required).
• Clear voice, coherent speech; moderate speaking speed; no speech impediments or slurring; no regional accent
• Personality: careful, gentle, thoughtful, able to withstand high pressure at work and from customers
• Understanding of financial and banking activities
• Knowledge and skills in Contact Center field (job characteristics, management methods, KPI target assignment, SLA control, Contact Center operations)
• Logical thinking ability, service-oriented thinking
• Ability to serve and satisfy customers
• Telephone communication skills, listening ability, patience, good persuasion skills
• Good situation handling skills, flexibility, ability to cope with difficult situations
• High sense of responsibility for work, good adaptability to environment
• Compliance with procedures, regulations, and discipline of the unit and the bank in general
BENEFITS WHEN JOINING MSB
Attractive salary and bonus:
• Competitive salary compared to the market and commensurate with ability, to be negotiated when candidates pass the interview round.
• Attractive incentive/KPI bonus scheme and commission, paid monthly, unlimited income (for sales positions and certain specialized positions).
• Year-end performance bonus from 2 to 5 months average salary of the year, depending on evaluation and rating results.
Comprehensive benefits policy:
• Insurance according to legal regulations and private health insurance for MSB staff.
• Diverse benefits schemes: flexible working hours, summer leave, birthday leave, school opening leave for children,...
• Preferential loan program for employees.
Training and career advancement:
• In-depth, systematic training programs in the direction of transformation (Re_skill, Up_skill, New_skill), tailored to each job position group.
• Guidance and mentoring by direct leaders, managers and industry experts.
• Management development program for high-potential employees, helping them prepare for future management and leadership positions.
• Priority recruitment of management level from internal staff, creating advancement opportunities for employees.
Professional working environment and dynamic corporate culture:
• Comfortable, friendly, emphasizing sense of responsibility, mutual support.
• Dynamic, creative, encouraging innovation and continuous learning.
• Respect for diversity, emphasizing teamwork spirit and effective cooperation.
• Many vibrant cultural, sports and entertainment activities, creating a cohesive and enjoyable working environment.
• Recognized for many consecutive years by HR Asia as "Best Place to Work in Asia" and by Anphabe as "Enterprise with Happy Human Resources".