Officer, Virtual Customer Service

1 week ago

Hanoi, Hanoi, Vietnam Techcombank (TCB) Full time $40,000 - $60,000 per year

Job Purpose
'Take responsibility for :

  • Via virtual communication channels (telephone, video call...) to onboard customers, inform customers about suitable products ensuring the best experience to customers

Key Accountabilities (1)

  • Customers: Onboard customers, inform customers about suitable products to bring the best experience to customers
  • Receive customer information to inform customers about products/services via virtual channels which are suitable to customer's needs and comply with products procedure and policy or refer to other sales force to bring the best experience to customers
  • Onboard and take care new customers
  • Product and Service: ensure and improve service quality, create the best customer experience
  • Update information on product, process/ guideline, MKT campaign, sales campaign and guideline to provide best service to customer
  • Informcustomers about products and support based on customer's request precisely, comprehensively, timely to comply with products procedure, policy and SLA
  • Take care customer, receive and handle customer issues
  • Suggest and propose ideas with relevant units to improve product, process to make it become more efficient

Key Accountabilities (2)

  • System: comply regulation & manage risks
  • Perform every activities in accordance with policy, process, regulation.
  • Identify customer information as well as acknoledge warning signals before and after customer transactions following regulations
  • Manage operational risks following guideline
  • Identify, report and participate in risk handling process
  • Comply regulation on information security and confidential

Key Accountabilities (3)

  • Human resource: develop people and build up organization culture

4.1.Develop individual capability

  • Fully attend training courses
  • Always find opportunity to learn and improve at work and in life
  • Actively build up development plan
  • Willing to share information, be ready to any changes happened
  • Take ownership, take responsibility at work to achieve outstanding result

4.2.Build up organization culture

  • Build up solidarity culture, encourage colleagues to achieve success
  • Fully aware of TCB culture and follow 5 core values, behaviour standards
  • Effectiveness management: manage business plan and business result
  • Build up personal customer service plan and follow to achieve KPI indicators
  • Report customer service activities to manager as request

Perform other tasks as requested by management

Key Relationships - Direct Manager
Manager of the unit

Key Relationships - Direct Reports
NA

Key Relationships - Internal Stakeholders
Teams inside and outside Division

Key Relationships - External Stakeholders
Individual customers, competitors…

Success Profile - Qualification and Experiences

  • At least 3 year experience in Finance and Banking sector, virtual advisory experience is prioritized.
  • Able to make a call out based on pre-defined call script or inform customers about single, multi product/service.
  • Graduated from College or higher at any fields or sectors
  • Proficient in office software, banking software
  • English proficiency: According to the policy in the each period

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