Senior Customer Service - Credit Card

Working days: Monday to Friday.
Location: Hanoi
Probation: 2 months with 100% salary.
Social insurance: Contributed based on 100% of salary.
Annual health check-up and premium health insurance (Tokio Marine) based on position and seniority.
Minimum 13 months' salary, plus performance-based, special occasion and holiday bonuses.
Job Description
Participate in designing, enhancing and implementing customer service processes and procedures for the credit card product during the project development and launch phase.
Receive, advise and handle customer inquiries, requests and complaints related to credit card products, transactions, payments, credit limits, fees, statements and related services through various customer service channels.
Coordinate with internal departments and external partners to investigate and resolve customer issues accurately, within the required timelines and in accordance with service quality standards.
Develop and standardize customer service scripts, operating guidelines, service quality standards and complaint/request handling procedures.
Participate in User Acceptance Testing (UAT), process testing and operational readiness activities to ensure systems, processes and customer service channels are ready for the official credit card launch.
Monitor and analyze issues arising during service operations, identify root causes and propose process, system and service quality improvements to enhance customer experience and satisfaction.
Work with relevant departments to implement and monitor service quality standards, SLAs and key performance indicators (KPIs) for customer service activities.
Ensure customer service activities comply with internal policies, procedures, applicable laws and regulatory requirements relating to credit card operations and customer protection.
Maintain and update accurate customer service data, records and case information in relevant customer service systems.
Prepare regular reports on customer inquiries/complaints, service quality and key performance indicators, and support management in data analysis and continuous improvement initiatives.
Job Requirements
Bachelor's degree in Economics, Finance, Banking, Business Administration, Accounting or a related field.
At least 4 years of experience in Customer Service, Contact Center, Customer Operations or Customer Experience, preferably in banking, consumer finance, card-issuing institutions or financial services.
Good understanding of credit card products, customer service processes and financial services operations.
Proven experience in designing, implementing or improving customer service processes, SOPs, customer service scripts and service quality standards.
Experience in managing or supervising Customer Service/Contact Center teams;
experience as a Deputy Team Leader, Team Leader or equivalent is preferred.
Strong problem-solving, complaint handling and stakeholder coordination skills, with the ability to provide appropriate solutions to customer issues.
Experience in new product implementation, UAT, system implementation or process development is an advantage.
Experience with CRM, Contact Center, CMS or other customer service management systems is preferred.
Strong communication, negotiation, problem-solving and stakeholder management skills.
Good English communication skills, with the ability to work effectively in a multicultural environment.