Trách nhiệm chính

• Lead and foster a customer-obsessed culture, ensuring high standards of customer experience across all support centre interactions.
• Own and manage the end-to-end Customer Complaint Management process, including complaint handling, escalation resolution, root cause analysis, and implementation of corrective actions.
• Monitor customer satisfaction metrics and drive continuous improvement initiatives to enhance customer experience.
• Ensure achievement of service level agreements, quality standards, customer satisfaction targets, and operational KPIs.
• Conduct regular call/chat quality reviews and provide coaching to enhance service delivery and customer outcomes.
• Lead day-to-day inbound service operations, ensuring efficient handling of customer enquiries across all support channels.
• Optimize workforce planning, scheduling, and resource allocation to maintain service levels and operational efficiency.
• Ensure consistent delivery of high-quality customer service and adherence to regulatory and operational requirements.
• Monitor service performance and implement action plans to improve productivity, quality, and customer outcomes.
• Manage outbound sales and customer engagement activities to support business growth objectives.
• Work closely with Product, Marketing, and Business teams to execute outbound campaigns, customer retention, cross-sell, and up-sell initiatives.
• Monitor campaign effectiveness, sales conversion rates, and productivity metrics to drive continuous improvement.
• Ensure outbound activities are conducted in compliance with regulatory and customer consent requirements.
• Develop sales capabilities within the team through coaching, performance management, and best-practice sharing.
• Establish, review, and continuously improve Support Centre processes to support evolving business objectives and customer needs.
• Design and implement policies, procedures, and operating guidelines related to Support Centre operations, customer experience, complaint management, and sales activities.
• Optimize resource utilization and workforce planning to support business growth and operational efficiency.
• Work with Technology and Digital teams to define business requirements for improving Support Centre digitalization initiatives.
• Support system testing, user acceptance testing, and operational enhancements.
• Drive continuous improvement of self-service capabilities, including chatbot and digital support channels.
• Identify automation opportunities to improve customer experience, operational efficiency, and sales effectiveness.
• Lead, motivate, and develop Support Centre team members to achieve service, sales, and customer experience objectives.
• Communicate clear performance, productivity, sales, quality, and behavioral expectations.
• Provide regular coaching, feedback, training, and development opportunities to build team capabilities and support succession planning.
• Foster a high-performance and engaged culture focused on customer centricity, operational excellence, and sales effectiveness.
• Act as the key point of contact for Support Centre, Customer Complaint Management, and Outbound sales related matters.
• Collaborate with internal stakeholders to resolve operational issues and drive service improvements.
• Ensure compliance with internal policies, regulatory requirements, conduct standards, and risk management frameworks.
• Provide regular reporting and insights on customer feedback, complaint trends, service performance, sales outcomes, operational productivity, and improvement opportunities.

Yêu cầu

• Degree in Banking/Finance/Business.
• Above 7 years of relevant experience with Support Center and team management.
• Experience in managing an inbound call center team.
• Experience in managing digital service channels including live chat, email, social care.
• Experience in call forecast/operation resource management.

Yêu cầu ưu tiên

• Knowledge of banking products and services.
• User Acceptance Testing experience.
• Experience in call center processes and systems.
• Identifying and analysing customer’s needs to give tailored solutions.
• Soft competencies: patience, empathy, organization, adaptability.

Thông tin khác

• Job type: full-time
• Location: Vietnam