Contact Center Specialist
2 weeks ago
Contact Center Specialist (Chuyên viên Tổng đài Dịch vụ Khách hàng)
Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
This role is the contact point to serve customers in both mass and VIP groups by determining requirements; Answering incoming calls from customers to take orders; responding inquiries; resolving troubleshoot problems; fulfilling requests; providing information; and maintaining database to enhance customer service.
Vị trí công việc này đảm nhận việc tiếp nhận, phục vụ các yêu cầu của khách hàng cơ bản lẫn khách hàng ưu tiên; Trả lời các cuộc gọi của khách hàng để giải đáp các thắc mắc, hoặc xử lý các vấn đề, hoặc hoàn tất các yêu cầu; cung cấp thông tin và duy trì cơ sở dữ liệu để nâng cao dịch vụ khách hàng.
**Responsibilities**:/ Phạm vi công việc
Provide customers with product and service information. Answer customer questions related to VIP customer care programs and coordinate with relevant professional departments (Policy Service, Claims, Care...) to resolve customer requests. Update existing customer information into system.
- up with customer calls where necessary.
Cung cấp cho khách hàng thông tin về dịch vụ và sản phẩm của Công ty, giải đáp các thắc mắc của khách hàng liên quan đến các chương trình chăm sóc khách hàng ưu tiên đồng thời phối hợp với các Phòng ban nghiệp vụ liên quan (Bộ phận Quản lý hợp đồng, Bộ phận Giải quyết bồi thường, Bộ phận Chăm sóc khách hàng ưu tiên...) trong việc giải quyết các yêu cầu của KH, cập nhật thông tin khách hàng vào hệ thống. Theo dõi và giải đáp cuộc gọi cho khách hàng khi cần thiết.
Register and
- up customer complaints. Identify and escalate priority issues
Ghi nhận và theo dõi các khiếu nại/phản ánh của khách hàng. Xác định và báo cáo lên cấp trên đối với các vấn đề ưu tiên.
- Document all call information according to standard operating procedures
Lưu trữ thông tin cuộc gọi theo đúng thủ tục tiêu chuẩn.
Complete call logs and
- quality assurance standard and produce call reports
Hoàn chỉnh nội dung cuộc gọi theo quy định hiện hữu, phù hợp với các tiêu chuẩn quản lý chất lượng và giúp tạo ra các báo cáo liên quan.
- Others: to be assigned by the Line manager or Company's management (if any)
Các công việc khác: Được phân công bởi Quản lý trực tiếp hoặc Ban Giám đốc Công ty (nếu có)
**Job Accountability**/ Trách nhiệm chính
This role is to
Vị trí này giúp
- Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers' needs.
Chủ động trang bị kiến thức và sự hiểu biết đầy đủ về sản phẩm, nghiệp vụ để đáp ứng nhu cầu của khách hàng
- Achieve productivity standards and goals while maintaining high level of customer service, building conversation, and patience
Đạt được các mục tiêu và tiêu chuẩn về hiệu suất, nhưng vẫn duy trì mức độ phục vụ khách hàng cao, kiên nhẫn và trao đổi tích cực với khách hàng
- Receive high volume of inbound calls with varying degrees of questions or concerns while having the ability to quickly identify a client's request or problem.
Tiếp nhận lượng cuộc gọi vào rất lớn với nhiều loại câu hỏi, thắc mắc, nhưng có khả năng nhận biết và xác định nhanh các yêu cầu hoặc vấn đề của khách hàng để xử lý kịp thời
- Effectively express empathy and compassion to customers, and take full ownership of the client's satisfaction
Thể hiện sự cảm thông và chia sẻ với khách hàng một cách hiệu quả, và làm chủ trong việc kiểm soát sự hài lòng của khách hàng
- Resolve problem by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Giải quyết vấn đề bằng cách tìm ra nguyên nhân gốc rễ, tìm hiểu và tìm kiếm đáp án hoặc các giải pháp thay thế, thực hiện các phương án; hoặc báo cáo cấp trên các vấn đề chưa được giải quyết
**Job Requirements**/ Yêu cầu
**Qualifications**/ Bằng cấp
- **Mandatory**/ Bắt buộc: College graduation or above / Tôt nghiệp Cao đẳng trở lên
**Experiences** / Kinh nghiệm**:
- **Mandatory**/ Băt buộc: Have experience contact Call Center / Kinh nghiệm làm việc tại contact Call Center
- **Advantage** / Ưu tiên: Experience in insurance or financial industry is a plus / Có kinh nghiệm về bảo hiểm hoặc trong lĩnh vực tài chính là 1 lợi thế
**Knowledge and skill**/ Kiến thức và kỹ năng
- **Mandatory**/ Bắt buộc: Telephone communication skills / Kỹ năng trao đổi với khách hàng qua điện thoại, Problem-solve skills / Kỹ năng xử lý tình huống, Listening skill / Kỹ năng lắng nghe
- **Advantage**/ Ưu tiên: Good English (Intermediate up) / Tiếng Anh để xử lý cu
-
Contact Center Specialist
5 days ago
Hà Nội, Vietnam Prudential plc Full timeContact Center Specialist (Chuyên viên Tổng đài Dịch vụ Khách hàng) Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our...
-
Contact Center Quality Assurance Specialist
2 weeks ago
Hà Nội, Vietnam Prudential plc Full timeContact Center Quality Assurance Specialist (Chuyên viên Quản lý Chất lượng Tổng đài Dịch vụ Khách hàng) Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers,...
-
Corporate Engagement Specialist
4 months ago
Hà Nội, Vietnam WVI Full time**Position**: WVV Corporate Engagement Specialist **Number of position**: 01 position **Work base**: Hanoi **Deadline**: 8 Sep 2024 For detailed job advertisement, Job description please find on WV Vietnam’s career page: WVV Corporate Engagement Specialist **Our contact information: People and Culture Department** World Vision International (WVI) USA...
-
Corporate Engagement Specialist
3 months ago
Hà Nội, Vietnam WVI Full time**Position**: WVV Corporate Engagement Specialist **Number of position**: 01 position **Work base**: Hanoi **Deadline**: 15 October 2024 For detailed job advertisement, Job description please find on WV Vietnam’s career page: WVV Corporate Engagement Specialist **Our contact information: People and Culture Department** World Vision International...
-
Sponsorship Specialist
2 months ago
Hà Nội, Vietnam WVI Full time**Position**:WVV Sponsorship Specialist - Child & Sponsor Engagement** - Number of position: 01 position - Work base: Hanoi Office - Deadline**:17 Nov 2024** For detailed job advertisement, Job description please find on WV Vietnam’s career page: WVV Sponsorship Specialist - Child and Sponsor Engagement Our contact information: People & Culture...
-
Public Health Specialist
3 months ago
Hà Nội, Vietnam U.S. Embassy Full time**U.S. EMBASSY HANOI** **VACANCY ANNOUNCEMENT HANOI-2024-09 (RA1)** **OPEN TO**: All Interested Applicants **POSITION**:Public Health Specialist (Field Epidemiology Training Program)** **OPEN PERIOD**:Sep** 30**, 2024 - Oct 15, 2024** **WORK HOURS**: Full-time, 40 hours/week. **STARTING BASIC SALARY**: US $36,139.00/year **ALLOWANCE** AND...
-
Sqa Engineer
4 weeks ago
Hà Nội, Vietnam Panasonic R&D Center Vietnam Full time**Responsibilities**: - Software Development Activities: _ - Assist Product Managers/Product Owners in requirements gathering and research support for larger, more complex projects - Lead and take ownership in deliverables by agreeing upon scope, release timelines and quality. - Interface with all levels of internal clients and analyze current business and...
-
Renewal Sales Specialist
4 weeks ago
Hà Nội, Vietnam NTT DATA Full time**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** This...
-
Student Outreach Specialist
3 months ago
Hà Nội, Vietnam TripleTen Full time**_TripleTen_**_ is a fast-scaling company committed to enabling our students to change their lives through our focused reskilling programs. We are dedicated to supporting career switchers and are looking for an experienced partnerships specialist to drive our career services to new heights._ We are looking for a high energy, enthusiastic, and people-driven...
-
Product Specialist Representative
3 months ago
Hà Nội, Vietnam Johnson & Johnson Full timeJohnson & Johnson Vietnam Ltd is looking for a Product Specialist Representative, based in Hanoi, Vietnam. If you are looking for more than a job and are inspired by the opportunity to create the future to bring quality of life to the world, we invite you to build your career with us. RESPONSIBILITIES - Responsible for achieving medical devices product...
-
Rd & Communications Specialist
2 months ago
Hà Nội, Vietnam Habitat Full time**Job Announcement of RD & Communications Specialist** The vacancy will be closed by November 11, 2024. Habitat for Humanity International founded in United States in 1976. Habitat now works in 1,400 communities across the U.S. and in nearly 70 countries and has helped 6.8 million people achieve strength, stability and independence through safe, decent and...
-
Lead Scrubber Specialist
2 months ago
Hà Nội, Vietnam OSR Manage Full time**Job Title: Lead Scrubbing Specialist** **Salary**: USD $900 per month** **Hours**: 44 hours per week, Weekends Off** **Job Type**: Full-Time** **Company Overview** The company is a US-based Managed Services Provider offering comprehensive IT solutions. Clients receive a customer-first approach, specializing in IT consulting, Managed Services, and...
-
Private Sector Partnerships Specialist
2 months ago
Hà Nội, Vietnam Resonance Full time**WHO ARE WE** Come grow with us! If you are a passionate change agent who thrives in a collaborative, entrepreneurial and inclusive, culture committed to operational excellence, we would like to meet you. At Resonance, you get involved in the work, in the field, not just in the deck. Our teams are autonomous and self-sufficient. You get to weigh in with...
-
Senior Specialist, Drug Safety
2 months ago
Hà Nội, Vietnam Organon Full time**The Position** The Senior Drug Safety Specialist is responsible for all assigned pharmacovigilance activities and may serve as the point of contact with local stakeholders, headquarters and the local health authority. Reporting to the Associate Director Drug Safety based in Melbourne, Australia, the Senior Drug Safety Specialist collaborates with...
-
Air Logistics Customer Care Specialist
4 months ago
Hà Nội, Vietnam Kuehne+Nagel Full timeYou will be part of our Air Logistics team, adding your expertise + skills to the delivery of customer excellence. ** Your Role**: You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to...
-
Vnm Communication Specialist
4 weeks ago
Hà Nội, Vietnam Ford Motor Company Full timeCommunications Specialist is to support Comms Manager to implement PR plans for Ford Vietnam in cooperation with agencies and related functions. Comms team should deliver all objectives and contribute to build and safeguard Ford brand reputation. - **Required Education/ Background**: - **Minimum experience**: - Bachelor's Degree or higher in...
-
Ai Residency Program Specialist
2 months ago
Hà Nội, Vietnam VinAI Full timeTechnopark Tower, Hanoi, Vietnam AI Residency Program Specialist ABOUT THE ROLE SCOPE OF WORK AND POSITION DESCRIPTION **University Recruitment & Relations**: Oversee and manage the recruitment process for AI residents and research interns, aiming to bring top homegrown talent into the program. **Training & Operations Coordination**: Lead the development and...
-
Road Logistics Operations Specialist
1 month ago
Hà Nội, Vietnam Kuehne+Nagel Full timeYou will be part of our Road Logistics team, adding your expertise + skills to the delivery of customer + operational excellence. ** Your Role**: You will be responsible for ensuring top class operational efficiency, leading to an increase in revenue generation + profit margins. ** Your Responsibilities**: You will do this by collaborating with various key...
-
Power Platform Developer
3 weeks ago
Hà Nội, Vietnam FPT Software Ha Noi Full time**JOB DESCRIPTIONS** - Automation & Integration: Design and develop automated workflows using Power Automate, connecting diverse data sources and streamlining operational processes. - Data Visualization: Create reports and interactive dashboards in Power BI to provide actionable insights, supporting data-driven decision-making. - Database Management: Utilize...
-
Regulatory Affairs Specialist, Human Pharma
2 months ago
Hà Nội, Vietnam BI Vietnam Ltd Full time**The Position **Regulatory Affairs **Specialist **, Human Pharma - To achieve timely & successful product registrations in accordance with corporate & local strategies. - To collect any information on new Regulations and Guidelines, and to share it in local RA team.To ensure compliance with Company regulatory policies, regulations & procedures. **Duties &...