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Job Title:  Head of Customer Service Center Dept

Division:  Operations
Department:  Customer Service Center

Ho Chi Minh, VN


Job Summary

  • To manage Customer Service (CS), including Personal Loan and Credit Card & Quality Assurance (QA) & Customer Care (CC) Team 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 these 04 teams to achieve assigned KPIs 
  • Periodic review, update, develop all related processes, manuals, workflows and regular and ad-hoc reports

Key Roles & Responsibilities

  • Set KPI for all teams follow up with companies’ KPI 
  • Set, implement specific plans to help team reach the targets 
  • Managing all Teams' daily operations, significant customer complaint handling, operational planning, staff selection, training, reporting.
  • Responsible for productivity and quality of all Team as well as staff performance;
  • Responsible for planning both required technical (workflow, professional) training and customer service soft skills training for all staff;
  • Design, plan & implement periodic CS & QA & PD & CC’s staff skills training and quality improvement training/ sharing session to other departments, if required;
  • Coordinating with country-level External Relations and other related company’s departments to handle complicated cases including preparing response letters, face to face meeting with customer/media, if required
  • Coordinating with relevant departments to implement quality projects to improve business processes and services.
  • Responsible for preparing and follow up Operations dashboard and relevant reports
  • Responsible for designing and managing call evaluation process for Call Center & relevant departments;
  • Define, assess, monitor and follow-up all Operational Risks and Control based on RCF - (Risk Categorization Framework);
  • Be a good back up person for Operations Division Head when needed
  • Any other tasks assigned by Division Head

Job Requirements

1. Qualification: 

  • University graduated or above, preferably in Banking/ Finance or Customer Service

2. Experience:    

  • At least 10 years of experience in managing large group of people in customer servicing & Call Center in bank/consumer finance company including Credit Card Customer Service

3. Knowledge:     

  • Basic knowledge: Customer service, credit card, consumer finance, banking knowledge preferred
  • Competencies: Strong leadership, teamwork spirit and excellent management skill are required
  • Computer skill: Computer skills (MS Word, Excel, Power Point, Social Network, Internet, Email platforms)
  • Languages capability: Good command of spoken and written English and Vietnamese

4. Skills:     

  • Proven experience in managing a Call Center, Customer Service is an advantage
  • Negotiation, writing, decision making, problem solving
  • Pleasant attitude with excellent interpersonal skills
  • Professional appearance
  • Professional presentation
  • High-level management skills with multi-teams
  • Good analysis & statistic skills

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