Executive, Support Center
3 days ago
Reporting directly to Support Center Manager of Support Centre performance.
- Supporting Junior in handling serious complaint or any ad-hoc cases.
- Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes
- Identifying and analyzing customers’ needs to give tailored solutions
- Discovering customer’s financial needs to have a suitable recommendation
- Generate customer loyalty through strong knowledge of key products and services.
- Set up and handle customer complaint managements to ensure the customer satisfactionSupporting new joiners as mentor/buddy/trainer.
- Monitor detection systems (VRM) and ensure that all cases are attended urgently after created. Take proper action to prevent further fraud transaction on the credit/debit card account by blocking the card.
- Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.
- Undertake call-sampling check and call quality coaching of support center agents.
- Work with relevant stakeholders for Support Center related issues
- Perform all administrative job and follow up action required related to pending cases.
**Requirements**:
Degree in Banking/Finance/Business with approximately 1-2 years of relevant experiences with Contact Center
Knowledge of banking products and services are preferred.
Working knowledge of Contact Center processes and systems
Open minded and digital mindset is preferred
Communication, problem solving and analytical skills
Demonstrate initiative and positive attitudeWorking on flexible shift (24/7)
**Salary**: From 13,000,000₫ per month
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