Specialist of Customer Service

Mô tả công việc
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.