Call Center (Tổng Đài Viên)

- Participate in the development, implementation, monitoring of operation, and propose amendments/supplements to policies, systems and operational tools for Call Center service as assigned.

- Receive customer inquiries through multiple channels; provide consultation, information and guidance to support appropriate product and service selection.

- Receive customer inquiries and issues while using Bank products and services; check and resolve cases within authorized scope or forward to relevant departments, track processing progress/result and ensure timely feedback to customer.

- Identify typical issues during call handling and recommend solutions within responsibility scope, in order to implement timely corrective measures to minimize risks for the Bank.

- Regularly update banking products and services regulations to ensure customers receive the most accurate information.

- Implement marketing and customer care programs; introduce products and services and promote Bank’s reputation and image through communication with customers.

- Implement customer care programs, introduce products and services via calls.

- Prepare reports related to operations of department.

- Work on duty shifts (08 hours/shift/day), including holidays and holidays, ensuring 24/7 operation.

Job requirements:

Professional knowledge & experience

Bachelor’s degree upwards (College/University) in Finance, Banking, Economics, or related fields.

Basic knowledge of baking operations, banking services, and customer services.

Priority experience in customer service/ working experience in credit institutions.

Skills

Basic problem-solving and decision-making skills. Effective communication skills.

Teamwork skills and work management skills.

Clear, standard, and pleasant voice.

English proficiency: TOEIC 500 upwards or equivalent.

Conversational Chinese proficiency preferred.