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Customer Service Officer

1 month ago

Ho Chi Minh City, Vietnam Công ty Tài chính TNHH MTV Shinhan Việt Nam Full time

**I. Job Summary**:

- To provide an efficient and high-quality service to customer to satisfy customer's needs and expectations within company's procedures/guidelines.
- To deal with internal & external customers in order to provide a high-quality service and satisfy customer's needs which meet all Customer Service (CS) KPIs.
- To give comments/ideas on daily works to direct supervisor for process/procedure updte/improvement

**II. Key Roles & Responsibilities**:

- Respond to customer’s complaints/queries/requests receiving via all communication channels (both hotline and non-hotline channels), quick identify and have proper solution to meet their requirement(s).
- Providing a polite, professional and accurate response in accordance with agreed service standards.
- Promptly and accurately complete all related administration activities (random check, system testing), in accordance with relevant service standards and to the customer’s satisfaction.
- When customer requirement(s) are more appropriately, CS then dealing with relevant departments and refer them to an appropriate solution for customer.
- Keep up-to-date on new or enhanced products/services in order to maintain a high-quality service with accurate information providing to customer.
- Handle customer’s insurance policy circumstances.
- Participate and contribute to team meetings and quality workshops.
- Other tasks which are assigned by CS Team Head or Team leader

**III. Job Requirements**:
**1. Qualification**:

- University graduated. Economics,Finance or Banking is preferable
**2. Work Experience**:

- Over 2 years’ experience in Call Center, hotline or Customer Service is preferable

**3. Knowledge**:

- Vietnamese & English - intermediate
- Understanding about SVFC's products & Retail banking and consumer finance
- Customer service oriented
- Having basic experience in deadling with customers via hotline/non-hotline channels, complaint handling
- Be used to working in Call center, customer service/customer care is an advantage

**4. Skills**:

- Familiar with CRM system
- Has a sweet voice, good telephone skills and good communication and interpersonal skills
- Be able to work on phone with customers in most of working time
- Be able to handle customer's phone calls, and key in main point of customer's requirements into system at the same time
- Complaint handling
- Basic computer literature (Work, Excel)
- Customer centricity
- Time management
- Has a sweet & warm voice
- Positive thinking/working attitude
- Careful and patient

Loại hình công việc: Toàn thời gian

Lương: 9.000.000₫ - 10.000.000₫ một tháng