Senior Customer Service_Processor - Night Shift

Outsource Solutions is a service company specializing in assisting clients in finding the right
partners to build, operate, and manage projects according to their specific requirements at a
reasonable cost. We are committed to delivering optimal solutions that help clients save time
and resources while ensuring the highest operational efficiency.

With a customer-centric approach, Outsource Solutions continuously enhances the quality of
our services to provide the best possible experience. At the same time, we foster a professional,
transparent, and equitable working environment where every employee is valued and given
opportunities for growth.

If you are looking for a stable workplace with abundant learning and development
opportunities, Outsource Solutions is the ideal choice to accompany you on your career
journey.
JOB RESPONSIBILITIES:

• Monitor, evaluate, and assess the quality of work and expertise of employees, ensuring adherence to procedures and job standards, and driving team members to meet KPIs regularly.
• Track instances of leave, tardiness, and breaks to remind employees to adhere to company regulations.
• Review profiles, approve participation conditions for customer programs.
• Support employees in interacting between relevant departments regarding tasks and procedures. Monitor, detect, and promptly address departmental issues affecting service quality, providing guidance and advice to employees on handling special cases.
• Handle internal team issues under management's purview, implement company policies and regulations to ensure consistency and task completion.
• Proficient in departmental operations systems, proactively propose improvements to enhance work quality for superiors.
• Organize and coordinate regular meetings to report work progress to management.
• Perform other tasks as assigned by management.

• Minimum 3 years of experience in Customer Service Specialist/Customer Care Specialist/Customer Relationship Specialist positions or related roles, and at least 1 year of experience in managing a team of 7 to 10 members.
• Bachelor's degree or higher in fields such as Psychology, Education, Social Sciences, Finance, Banking, International Business, Commerce, etc.
• Proficient in English communication, with an IELTS score of 6.5 or above or equivalent certifications/qualifications (mandatory requirement).
• Strong communication skills (both with customers and internal stakeholders), flexible problem-solving abilities, negotiation skills, and negotiation.
• Age between 25 – 35 years old, in good health condition, and able to work night shifts.
• Proficient in time management, task progress management, and tight team management in a high-pressure environment.

Preference will be given to candidates who:

• Can start working immediately, attend interviews, and start work promptly.
• Have previous experience working in banks/financial organizations and possess a solid understanding of customer service practices.
• Have previously worked with US banks.