Inbound, Support Center Agent

JOB GRADE:
Outsourced Staff
As a member of the Support Center team, you will be responsible for assisting customers by addressing their concerns, answering inquiries, and supporting their needs. As the first point of contact, you will handle customer interactions via phone, email, and chat.
JOB RESPONSIBILITIES
Serve as the first point of contact for customers, providing support on the Bank's products, services, and campaigns.
Handling customers' inquiries, requests & complaints via inbound calls, chat, and email.
Identifying and analyzing customers' needs to give tailored solutions.
Discovering customers' financial needs to have a suitable recommendation.
Monitor detection systems (VRM) and ensure that all cases are attended to urgently after being created. By blocking the card, take proper action to prevent further fraudulent transactions on the credit/debit card account.
Work closely with stakeholders' team to provide requirements on Support Center digitalization/ execute UAT/ understand new products/processes.
Adapt to changes in system/ service and keep all team members informed of changes in policies, procedures, product updates, and customer campaigns.
Reporting directly to the Inbound Team leader.
JOB SPECIFICATION
Bachelor's Degree in Banking/ Finance/ Business with approximately 1-2 years of relevant experiences with Customer Service is preferred (Fresh graduates in any discipline are strongly encouraged to apply as intensive training will be provided)
Know the Banking/ Fintech sector
Experience in digital service channels including live chat, email, social care
Knowledge of banking products and services are preferred.
Work on a flexible 24/7
shift with 40 hours per week schedule. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.
Have good health for shift working and passion for helping and servicing
COMPETENCIES AND SKILLS
An empathetic listener and love to talk, more so, on the phone.
Ability to communicate effectively (verbal/written) by demonstrating a professional and polished demeanor with a positive, upbeat, and friendly personality.
Open-minded and digital mindset.
Solve problems creatively, and create win-win situations with internal and external customers.
Negotiation skills as well as the ability to handle difficult customer calls.
Proficient computer skills, especially Microsoft Office applications.
BENEFITS
Social insurance contributions based on 100% of salary.
13th-month salary, annual performance review for promotion & bonus (Based on the policy applicable for each year).
Company laptop provided.
Annual health check-up.
Coffee, tea, and snacks provided at the workplace.
12 days of annual leave plus public holidays.
Other benefits in accordance with CIMB's policies and the Labor Law.
WORK LOCATION An Khanh Ward, Ho Chi Minh City
WORKING HOURS
Flexible shift