Customer Service Supervisor (Call Center)

Negotiable 712 views - Expires in 27 days

What We Can Offer

Attractive salary and bonus
Health insurance and Social insurance regulated by Vietnam Labor Law
Professional, dynamic working environment

Job Description

I. Job Summary
- To assist CS Team Head 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 develop coaching and training to CS staff 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 perform scheduled quality monitoring and service audits to ensure that CS personnel are continually working towards delighting customers through consistent and excellent service standards
- To be super user and be first level support for any system in CS function
- To periodically review, update, develop all related processes, manuals, workflows and do regular/ad-hoc reports

II. Key Accountabilities

1. Key Accountabilities
- To manage CS Team’s daily operations:
+ Call flow & dropped call real-time monitoring,
+ Walk-in customer serving,
+ Email, chat contact channels,
+ TAT control
- Training responsibilities:
+ Organize/support 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;
- Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer
- Support recruitment (new or replacement) process: searching candidate; conducting interview & evaluation; preparing service contract
- Do regular/ad-hoc reports
- Be a good back up for CS Team Head
- Other assigned tasks by CS Team Head

2. Performance measures
- At least annually for whole CS’s soft skills training and semi-annually refresh technical training (new joiner training is a must)
- Follow Customer Service’s KPIs
- Followed Call’s Evaluation guidelines conducted by QA Team
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Job Requirements

1. Qualification:
- University/College graduated. Economics, Finance or Banking is preferable

2. Experience:
- At least 3 years of management experience in customer service/call center or related industries

3. Skills:
- Reporting & analysis skills, good numeric sense, strong ability to work with system and structured approach
- Motivated & proactive
- Ability to work independently under pressure and high teamwork spirit
- Good problem-solving skills; Good communication in English

Job Locations

8/F. Lottery Tower. 77 Tran Nhan Ton. D.5. HCMC. Vietnam
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Shinhan Finance is a member of Shinhan Card, number 1 credit card business in Korea and is a wholly-owned subsidiary of Shinhan Financial Group, ranked at 44th among Top 500 Global banking brands. With Shinhan Card’s know-how in financial products and more than 11-years-experience of the company in Vietnam consumer lending market, Shinhan Finance will be the best customer-oriented Finance Company in Vietnam. With the widespread business network nationwide, the company has capability to serve customers with flexible financial solutions, enabling our customers to fulfill their dreams and enhance their living standards.

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23/F. Saigon Trade Center. 37 Ton Duc Thang. D.1. HCMC. Vietnam
100-499 staffs
Recruitment - Shinhan Finance
CHƯƠNG TRÌNH THẠC SỸ TÀI CHÍNH QUỐC TẾ | ĐẠI HỌC J.M.LYON 3 (PHÁP) | VIỆN ĐÀO TẠO QUỐC TẾ - ĐẠI HỌC THƯƠNG MẠI

CHƯƠNG TRÌNH THẠC SỸ TÀI CHÍNH QUỐC TẾ | ĐẠI HỌC J.M.LYON 3 (PHÁP) | VIỆN ĐÀO TẠO QUỐC TẾ - ĐẠI HỌC THƯƠNG MẠI

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