Call Center Senior Officer

- Handle Inbound calls by clarify customer’s question and provide solution to customer with good service.
- Reply to customer’s email, zalo where necessary.
- Try to handle complaints via phone by clarifying issues, working with other Depts to come out solutions, raising unresolved problems;
- Make outgoing calls to customers as assigned;
- ly and accurately complete all related administration activities: update customer’s information, car insurance, report, and record… in accordance with relevant service standards.
- Work closely with Call Center Supervisor/AM to ensure effective and consistent communication with Call Center staffs.
- Responsible for evaluating the NPS score to measure customer’s feedback/surveys and find ways to improve process, knowledge, performance.
- Identify the knowledge and skills gaps of staffs and propose the appropriate training program.
- Ensure all customer requests are accurately completed, valid and saved on system.
- Knowledge of the system, having participated in system projects
- To undertake other tasks as and when assigned by Head of Dept/AM.

1. Qualifications / Experience / Knowledge:

• Preferred qualification in accounting, finance
• 3 years’ experience in call center
• Familiarity with Call Center software systems
• Effective oral communication and influencer
• Good at English

2. Behaviors:
• Works Collaboratively
• Put Customer First
• Results-driven
• Communicate Clearly and Openly

Benefits:

• Attractive Salary (full insurance) + Allowance.
• Salary of probation:full 100%
• An attractive package of leave: 15 annual leave, birthday leave (gifts).
• Salary review based on work performance and company’s performance.
• Performance bonus, 13th- month salary.
• Health care package; Gym package; Annual health check-up.
• Nice & modern working space with young, dynamic & friendly colleagues and free coffee, tea, drinks.
• Yearly company trip; Year-End Party.
• Working hours: 8:00 - 17:00 from Monday – Friday.