Customer Service Team Head

Công Ty Tài Chính Trách Nhiệm Hữu Hạn Một Thành Viên Shinhan Việt Nam (SHINHAN VIETNAM FINANCE CO., LTD)

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 02/11/2024

Chi tiết công việc
Giới thiệu công ty

Thu nhập: Thỏa thuận

Loại hình: Toàn thời gian

Chức vụ: Nhân viên

Mô tả công việc

1. Manage CS Team's daily operations (55%):
• Call flow & dropped call real-time monitoring,
• Walk-in customer serving,
• Email, Zalo chat contact channels,
• Random check CSM tickets' logging content,
• 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
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
3. Others & Report (5%):
• Do regular/ad-hoc reports
• Significant complaint handling in case of needed.
• Other assigned tasks by Head of Customer Service Center/Division Head.

Yêu cầu

1. 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.

Quyền lợi

Thưởng
Attractive KPI Bonus (monthly or yearly) and 13th month salary
Chăm sóc sức khoẻ
Premium personal healthcare insurance for all employees and spouse and/or children
Nghỉ phép có lương
14 - 20 days annual leave, 3 days of sick leave with pay

Thông tin khác

NGÀY ĐĂNG
[protected info]
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Customer Service, Performance Enhancement, Customer Service Management, Team Management, Operation
LĨNH VỰC
Tài Chính
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
10
QUỐC TỊCH
Không hiển thị
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Thông tin chung

Thu nhập: Thỏa thuận

Cách thức ứng tuyển

Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:

Hạn nộp: 02/11/2024

Giới thiệu công ty Xem trang công ty

Shinhan Finance is a member of Shinhan Card, number 1 credit card business in Korea and is a wholly-owned subsidiary of Shinhan Financial Group, ranked at 44th among Top 500 Global banking brands. With Shinhan Card's know-how in financial products and more than 11-years-experience of the company in Vietnam consumer lending market, Shinhan Finance will be the best customer-oriented Finance Company in Vietnam. With the widespread business network nationwide, the company has capability to serve customers with flexible financial solutions, enabling our customers to fulfill their dreams and enhance their living standards.

Quy mô công ty

Từ 101 - 500 nhân viên

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