Officer, Virtual Customer Service

1 week ago

Hanoi, Hanoi, Vietnam Techcombank Full time ₫6,000,000 - ₫120,000,000 per year

27 Nov 2025

Officer, Virtual Customer Service

Category: Retail Banking Group

Job Type:

Facility: Customer Services

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)

  1. Customers: Onboard customers, inform customers about suitable products to bring the best experience to customers

  2. 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

  3. Onboard and take care new customers

  4. Product and Service: ensure and improve service quality, create the best customer experience

  5. Update information on product, process/ guideline, MKT campaign, sales campaign and guideline to provide best service to customer

  6. Informcustomers about products and support based on customer's request precisely, comprehensively, timely to comply with products procedure, policy and SLA
  7. Take care customer, receive and handle customer issues
  8. Suggest and propose ideas with relevant units to improve product, process to make it become more efficient
Key Accountabilities (2)

  1. System: comply regulation & manage risks

  2. Perform every activities in accordance with policy, process, regulation.

  3. Identify customer information as well as acknoledge warning signals before and after customer transactions following regulations
  4. Manage operational risks following guideline
  5. Identify, report and participate in risk handling process
  6. Comply regulation on information security and confidential
Key Accountabilities (3)

  1. Human resource: develop people and build up organization culture

    4.1.Develop individual capability

  2. Fully attend training courses

  3. Always find opportunity to learn and improve at work and in life
  4. Actively build up development plan
  5. Willing to share information, be ready to any changes happened
  6. 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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