Customer Service Team Head

Công Ty Tài Chính TNHH MTV Shinhan Việt Nam

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 22/09/2024

Chi tiết công việc
Giới thiệu công ty

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Job Summary:

To manage Customer Service (CS) Team (including CS Loan & CS Card) to make sure providing an efficient and high-quality service to customer to satisfy customers (both internal & external) needs and expectations within company's procedures/guidelines and ensure quality of work by leading the team to achieve assigned KPIs
Periodic review, update, develop all related processes, manuals, workflows and regular and ad-hoc reports

Key Roles & Responsibilities

1. Manage CS Team's daily operations (55%):

TAT control, and do following up over TAT cases with related Departments;
First call resolution (FCR) control
To collaborate with other Departments (internal customer) to determine best practice for the delivery of team service and customers, business partners (external customer) to get the assigned works done and meet CS's KPIs
Customer's significant complaint handling (preparing response letters, face to face meeting with customer/media, if required), operational planning, staff selection, training, reporting;

2. Enhancement & Development (35%):

To develop team members' initiatives/project/system enhancement
Responsible for productivity and quality of customer service as well as staff performance
Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer
Responsible for planning both required technical (workflow, professional) training and customer service soft skills training for CS staff
Customer service skills training and quality improvement training/sharing session to other departments, if required

3. Others & Report (5%):

Do regular/ad-hoc reports
Other assigned tasks by Head of Customer Service Center/Division Head.

Job Requirements

Qualification

University graduated. Economics,Finance or Banking is preferable

2. Work Experience

Over 5-year-experience in Customer Service or Call Center,
Over 3-year-experience of team management

3. Knowledge

Vietnamese & English - advanced
Understanding about SVFC's products
Customer service oriented & Having knowledge/experience in deadling with customer, Customer service or service industries
Having rich experience in complaint handling, dealing with both internal & external customers (face-to-face & other communication channels)
Manual/procedures/process building up
Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team

4. Skills

Familiar with CRM system/call center
Proficient in MS Office (Word, Excel, Power Point,...)
Good Analysis & reporting skills
procedures/process/guideline,... building up
Carefulness, perseverance, motivation and self motivation
Attention to detail and quality orientation
Relationship building & team work
Agility and adaptability
Conflict management
Coaching, training, mentoring, interview skill

Thông tin chung

Ngày hết hạn: 22/09/2024
Thu nhập: Thỏa thuận

Giới thiệu công ty Xem trang công ty

Shinhan Việt Nam

Công ty Tài chính Shinhan Việt Nam (Shinhan Finance), trực thuộc Tổng Công ty Shinhan Card (Hàn Quốc), là Công ty Tài chính tiêu dùng 100% vốn nước ngoài (Trước đây là Công ty Tài chính Prudential Việt Nam (Prudential Finance)), chính thức hoạt động dưới Thương hiệu Shinhan Finance từ năm 2019. Với sự kết hợp vững chắc giữa nền tảng công nghệ và các sản phẩm tài chính vượt trội của Shinhan Card cùng di sản hơn 10 năm kinh nghiệm phát triển thị trường cho vay tiêu dùng của Prudential Finance, Công ty Tài chính Shinhan Việt Nam cam kết nỗ lực để trở thành Công ty tài chính hỗ trợ khách hàng tốt nhất Việt Nam.

Quy mô công ty

Từ 101 - 500 nhân viên

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