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26 Jun 2024

Senior Officer, Virtual Customer Service (40001546)

Category:  Retail Banking Group
Job Type: 
Facility:  Retail Banking

Job Purpose

'Take responsibility for : 
- Via virtual communication channels (telephone, video call...) to onboard customers, inform customers about suitable products ensuring the best experience to customers

Key Accountabilities (1)

1. Customers: Onboard customers, inform customers about suitable products to bring the best experience to customers
- Receive customer information to inform customers about products/services via virtual channels which are suitable to customer's needs and comply with products procedure and policy or refer to other sales force to bring the best experience to customers
- Onboard and take care new customers
2. Product and Service: ensure and improve service quality, create the best customer experience
- Update information on product, process/ guideline, MKT campaign, sales campaign and  guideline to provide best service to customer
- Informcustomers about products and support based on customer's request precisely, comprehensively, timely to comply with products procedure,  policy and SLA
- Take care customer, receive and handle customer issues 
- Suggest and propose ideas with relevant units to improve product, process to make it become more efficient 

Key Accountabilities (2)

3. System: comply regulation & manage risks
- Perform every activities in accordance with policy, process, regulation.
- Identify customer information as well as acknoledge warning signals before and after customer transactions following regulations
- Manage operational risks following guideline
- Identify, report and participate in risk handling process
- Comply regulation on information security and confidential 

Key Accountabilities (3)

4. Human resource: develop people and build up organization culture
4.1.Develop individual capability
- Fully attend training courses
- Always find opportunity to learn and improve at work and in life
- Actively build up development plan 
- Willing to share information, be ready to any changes happened
- Take ownership, take responsibility at work to achieve outstanding result
4.2.Build up organization culture
- Build up solidarity culture, encourage colleagues to achieve success
- Fully aware of TCB culture and follow 5 core values, behaviour standards

5. Effectiveness management: manage business plan and business result
- Build up personal customer service plan and follow to achieve KPI indicators 
- Report customer service activities to manager as request

Perform other tasks as requested by management

Key Relationships - Direct Manager

Manager of the unit

Key Relationships - Direct Reports


Key Relationships - Internal Stakeholders

Teams inside and outside Divison

Key Relationships - External Stakeholders

Individual customers, competitors…

Success Profile - Qualification and Experiences

- At least 5 year experience in Finance and Banking sector, virtual advisory experience is prioritized
- Able to conduct multi products conversation via virtual channels for products or take care efficiently customers in portfolio 
- Graduated from College or higher at any fields or sectors
- Proficient in office software, banking software
- English proficiency: According to the policy in the each period

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