1. Job Summary:

• To manage Customer Service (CS) Team (including CS Loan & CS Card) to make sure providing an efficient and high-quality service to customer to satisfy customers (both internal & external) needs and expectations within company's procedures/guidelines and ensure quality of work by leading the team to achieve assigned KPIs
• Periodic review, update, develop all related processes, manuals, workflows and regular and ad-hoc reports

2. Key Roles & Responsibilities

1. Manage CS Team’s daily operations (55%):

• Call flow & dropped call real-time monitoring,
• TAT control, and do following up over TAT cases with related Departments;
• First call resolution (FCR) control
• To collaborate with other Departments (internal customer) to determine best practice for the delivery of team service and customers, business partners (external customer) to get the assigned works done and meet CS’s KPIs
• Customer’s significant complaint handling (preparing response letters, face to face meeting with customer/media, if required), operational planning, staff selection, training, reporting;

2. Enhancement & Development (35%):

• To develop team members’ initiatives/project/system enhancement
• Responsible for productivity and quality of customer service as well as staff performance
• Keep up-to-date on new or enhanced products/services to maintain a high-quality service with accurate information providing to customer
• Responsible for planning both required technical (workflow, professional) training and customer service soft skills training for CS staff
• Customer service skills training and quality improvement training/sharing session to other departments, if required

3. Others & Report (5%):

• Do regular/ad-hoc reports
• Other assigned tasks by Head of Customer Service Center/Division Head.

3. Job Requirements