Officer, Contact Center (40001410)

Job Purpose

The job holder responsible for receive, guide and resolve customer requests/reflections/complaints related to individual products/services via phone/email/website in line with the bank's general strategic orientation .

Key Accountabilities (1)

Perform 24/7 call center work
- Work in assigned shift (including holidays and public holidays) to ensure 24/7 operation.
- Analyze customer needs and advise and guide appropriate financial products and services through contact channels.
- Receive requests from customers when having problems during product use, checking on system management software, analyzing and evaluating according to business processes and handling directly for customers in the process of using the product. the scope of jurisdiction is specified.
- Receive customer complaints and denunciations, evaluate and classify the complexity to directly handle or coordinate with departments/branches/transaction offices/laws to find solutions to minimize negative impact on the bank's image.
- Detecte typical problems in the process of receiving calls and making recommendations to resolve them within the scope of responsibility in order to provide timely remedial measures and limit risks for the Bank.

Key Accountabilities (2)

Quality assurance service
- Regularly update the latest information on banking products and services to ensure the most accurate product and service information.
- Sending to the Director difficult/complex requests, ensuring that customers are satisfied with the quality and service of Techcombank and in line with Techcombank's commitment to service quality.
- In case, the scope of support is not under the prescribed authority, analyze and evaluate to provide appropriate handling solutions for customers and coordinate with business departments to meet service requirements until the customer satisfied.

Key Accountabilities (3)

Comply with the Bank's procedures and regulations
- Strictly comply with the Bank's Labor Regulations.
- Perform work in accordance with policies, regulations, procedures, internal guidelines... and commitment to service quality (SLAs).
- Comply with regulations on confidentiality of customer information.
- Perform other related tasks at the request of the Customer Support Service Manager
- Actively participate in cultural movements of the Bank to contribute to building a strong corporate culture and professional working environment.

Key Relationships - Direct Manager

Manager, Contact Center

Key Relationships - Direct Reports

N/A

Key Relationships - Internal Stakeholders

Product development, IT, marketing, CSA units, card operation centers, other units in Techcombank

Key Relationships - External Stakeholders

Companies providing Contact Center system, banks in coordinating support for interbank services..

Success Profile - Qualification and Experiences

Domain Expertise
- At least 01 years of banking experience in operations / products / customer service quality management.
Qualifications
- Graduated from university or higher with major training: economics, finance, banking, foreign trade...
- University degree preferred
- English level: Bank's regulation