Mô tả công việc
_Support the design, development, and implementation of customer service processes and operating procedures for the new credit card business.
_Handle customer inquiries and requests related to credit card products and services through various communication channels while ensuring high service quality.
_Coordinate with internal departments and external partners to resolve customer issues and improve the overall customer experience.
_Participate in user acceptance testing (UAT), operational readiness activities, and process validation before the business launch.
_Provide legal and regulatory advice to project teams on credit card products, customer onboarding, payment services, collections, marketing activities, and other business initiatives.
_Identify customer service improvement opportunities and recommend process enhancements to increase efficiency and customer satisfaction.
_Ensure customer service operations comply with internal policies, regulatory requirements, and service standards.
_Prepare operational reports, maintain accurate customer service records, and support management with performance analysis and continuous improvement initiatives.
Yêu cầu
_Bachelor's degree in Economics, Finance, Banking, Business Administration, Accounting, or other related fields.
_Minimum of 5-10 years of experience in Customer Service, Contact Center, or Customer Operations within the banking, consumer finance, or financial services industry.
_Strong understanding of credit card products, customer service operations, and customer lifecycle management.
_Hands-on experience managing or supervising customer service teams, or experience as a deputy/team leader with a comprehensive understanding of customer service operations.
_Experience in designing or improving customer service processes, standard operating procedures (SOPs), and service quality standards.
_Strong problem-solving, communication, and stakeholder management skills with the ability to work effectively across cross-functional teams.
_Familiarity with CRM, CMS, or other customer service systems is preferred.
_Good command of English, with the ability to communicate effectively in a multicultural working environment.
_Familiarity with credit card products, customer service operations, and relevant regulations is an advantage.
Quyền lợi
Thưởng
A minimum of 13 months' salary, bonuses based on business results, special occasion bonuses, and holiday bonuses.
Chăm sóc sức khoẻ
Social insurance based on 100% salary.
Full benefits according to the law, including Health Insurance (BHYT), Social Insurance (BHXH), and Unemployment Insurance (BHTN).
Annual health check-ups, Premium health insurance program (Tokio Marine)
Nghỉ phép có lương
100% salary during the 2-month probation period.
Thông tin khác
NGÀY ĐĂNG
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CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Ngân Hàng & Dịch Vụ Tài Chính > Tín Dụng
KỸ NĂNG
Customer Services
LĨNH VỰC
Tài Chính
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
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QUỐC TỊCH
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Nơi làm việc
- Tầng 1, tầng 2, số 3 Đặng Thái Thân, phường Cửa Nam, thành phố Hà Nội
- Tầng 2, tầng 3, tòa nhà số 143 Nguyễn Văn Trỗi, P. Phú Nhuận, HCMC
- Tòa nhà TTTM và DV Trương Định, số 106 Nguyễn An Ninh, P. Tương Mai, TP Hà Nội