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Job Title:  Customer Service Staff

Division:  Customer Operations Division
Department:  Customer Service Center

Ho Chi Minh, VN


General Information


Job Title                       : Customer Service Officer

Division                        : Operations

Department                  : Customer Service Center

Location                        : Ho Chi Minh City

Report to                      : Customer Service Team Leader

No. of subordinates       : nil


  1. Job Summary:


To provide an efficient and high-quality service to customer to satisfy customer's needs and expectations within company's procedures/guidelines

To deal with internal & external customers in order to provide a high-quality service and satisfy customer's needs which meet all Customer Service (CS) KPIs.

To give comments/ideas on daily works to direct supervisor for process/procedure updte/improvement


  1. Key Roles & Responsibilities


  • Respond to  customer’s complaints/queries/requests receiving via all communication channels (both hotline and non-hotline channels), quick identify and have proper solution to meet their requirement(s).
  • Providing a polite, professional and accurate response in accordance with agreed service standards.
  • Promptly and accurately complete all related administration activities (random check, system testing), in accordance with relevant service standards and to the customer’s satisfaction.
  • When customer requirement(s) are more appropriately, CS then dealing with relevant departments and refer them to an appropriate solution for customer.
  • Keep up-to-date on new or enhanced products/services in order to maintain a high-quality service with accurate information providing to customer.
  • Handle customer’s insurance policy circumstances.
  • Participate and contribute to team meetings and quality workshops.
  • Other tasks which are assigned by CS Team Head or Team leader




  1. Job Requirements

(Please specify minimum qualifications of the person who can work for the position effectively)


  1. Qualification
  • University graduated. Economics, Finance or Banking is preferable

2. Work Experience

  • Over 2 years’ experience in Call Center, hotline or Customer Service is preferable

3. Knowledge

  • Vietnamese & English - intermediate
  • Understanding about SVFC's products & Retail banking and consumer finance
  • Customer service oriented
  • Having basic experience in deadling with customers via hotline/non-hotline channels, complaint handling
  • Be used to working in Call center, customer service/customer care is an advantage

4. Skills


  • Familiar with CRM system
  • Has a sweet voice, good telephone skills and good communication and interpersonal skills
  • Be able to work on phone with customers in most of working time
  • Be able to handle customer's phone calls, and key in main point of customer's requirements into system at the same time
  • Complaint handling
  • Basic computer literature (Work, Excel)
  • Customer centricity
  • Time management
  • Has a sweet & warm voice
  • Positive thinking/working attitude
  • Careful and patient




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