Call Center (Tổng Đài Viên)

- Participate in the development, implementation, monitoring of operation, and propose amendments/supplements to policies, systems and operational tools for Call Center service as assigned.
- Receive customer inquiries through multiple channels; provide consultation, information and guidance to support appropriate product and service selection.
- Receive customer inquiries and issues while using Bank products and services; check and resolve cases within authorized scope or forward to relevant departments, track processing progress/result and ensure timely feedback to customer.
- Identify typical issues during call handling and recommend solutions within responsibility scope, in order to implement timely corrective measures to minimize risks for the Bank.
- Regularly update banking products and services regulations to ensure customers receive the most accurate information.
- Implement marketing and customer care programs; introduce products and services and promote Bank's reputation and image through communication with customers.
- Implement customer care programs, introduce products and services via calls.
- Prepare reports related to operations of department.
- Work on duty shifts (08 hours/shift/day), including holidays and holidays, ensuring 24/7 operation.