Job Description

I. Job Summary:

• To manage Customer Service (CS) Team to make sure providing an efficient and high-quality service to customer to satisfy customers (both internal & external) needs and expectations within company's procedures/guidelines and ensure quality of work by leading the team to achieve assigned KPIs
• Periodic review, update, develop all related processes, manuals, workflows and regular and ad-hoc reports.

II. Key Roles & Responsibilities:

1. Manage CS Team’s daily operations (55%):

• Call flow & dropped call real-time monitoring,
• Walk-in customer serving,
• Email, Zalo chat contact channels,
• Random check CSM tickets’ logging content,
• TAT control, and do following up over TAT cases with related Departments;
• First call resolution (FCR) control
• To collaborate with other Departments (internal customer) to determine best practice for the delivery of team service and customers, business partners (external customer) to get the assigned works done and meet CS’s KPIs

2. Enhancement & Development (35%):

• To develop team members’ initiatives/project/system enhancement
• Responsible for productivity and quality of customer service as well as staff performance
• Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer

3. Others & Report (5%):

• Do regular/ad-hoc reports
• Significant complaint handling in case of needed.
• Other assigned tasks by Head of Customer Service Center/Division Head.

Requirement(s)

1. Qualification

• University graduated. Economics, Finance or Banking is preferable

2. Work Experience

• Over 5-year-experience in Customer Service or Call Center,
• Over 3-year-experience of team management

3. Knowledge

• Vietnamese & English - advanced
• Understanding about SVFC's products
• Customer service oriented & Having knowledge/experience in deadling with customer, Customer service or service industries
• Having rich experience in complaint handling, dealing with both internal & external customers (face-to-face & other communication channels)
• Manual/procedures/process building up
• Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team

4. Skills
• Familiar with CRM system/call center
• Proficient in MS Office (Word, Excel, Power Point,...)
• Good Analysis & reporting skills
• procedures/process/guideline,... building up
• Carefulness, perseverance, motivation and self motivation
• Attention to detail and quality orientation
• Relationship building & team work
• Agility and adaptability
• Conflict management
• Coaching, training, mentoring, interview skill

Benefits

1. Colleagues:
   - Friendly and dynamic working environment
2. Annual leave:
   - 14 – 20 Days of annual leave
   - 3 days of sick leave with pay
   - Get 1 additional annual leave for each 5 full years of service
3. Benefits:
   - Social insurance
   - Premium health insurance for employees and their related persons
   - Annual health check
   - Competitive salary
   - Attractive Bonus (monthly / yearly bonus, incentive)
   - Guaranteed 13th month salary
   - Annual salary review
4. Other extras:
   - Vietnam company trip
   - Engagement and outdoor Quarterly/Yearly Employee Recognition
   - Long service award: 5 years, 10 years, 15 years activities (birthday, football, charity etc)