Assistant Manager – Customer Service (Contact Center)

Summary of Responsibilities: (A concise paragraph summarizing the job.)

Overall managing Call Centre team to provide excellent services to customers and sales forces.

Providing Customer Services excellence and high quality to meet the objectives of the Corporate and company’s goals

Key duties/Responsibilities

1. Manage Contact Center team in implementation of relating strategies, policies and processes, and workflows to ensure smooth operation of business and maximization of excellent service values to customers and company.

2. Supervise Contact Center team in daily transactions of Inbound calls, Outbound calls (Welcome Call, Retention call, Conservation call), customer complaint handling, SMS, corporate emails, acknowledgement letter management… to ensure service standards and compliance.

3. Monitor the functional plans and relating KPI performance that deliver reduced relating unit and overall costs and process improvement on an ongoing basis, fully comply with internal and regulatory regulations.

4. Monitor the functional performance in Transactional Net Promoter Score (TNPS) improvement and co-operate with external service provider(s) to implement TNPS for Contact Center touch points,

5. Delegate, coaching and support staffs in performing their daily tasks.

6. Define requirements for Contact Center system enhancement/development to support the operation more effectively. Cooperate with IT in business requirement finalizing and UAT execution.

7. Perform periodical First Line of Defense (FLOD) case review on Contact Center transactions and propose solutions for service recovery and continuous improvement plan.

8. Prepare management reports and statutory reports relating to Contact Center.

9. Train and develop Contact Center staffs.

10. Other tasks required or assigned by Managers

(Include education, skills, competencies and years of experience)

- University Degree of Economic, Commerce

- At least 3 years experience in Customer Service/ Life Insurance

- Good interpersonal and leadership skills with visionary traits

- Ability to communicate a vision and lead, guide, motivate team members towards the achievement of goals, business objectives and service standards,

- Has initiative and drive to constantly review and enhance workflows of section to maximize operational effectiveness,

- Customer oriented

- Proficient in Vietnamese (oral & writing), advanced English skills

- Knowledge in computer software and using computer system (OS Office). Experience in Customer management system and system testing are preferred.

- Meticulous, organized and able to work under tight deadline and pressure,

- Highly committed and self-motivated