Call Center Senior Officer

– Reply to customer’s email, zalo where necessary.
– Handle Inbound calls by clarify customer’s question and provide solution to customer with good service.
– Promptly and accurately complete all related administration activities: update customer’s information, car insurance, report, and record… in accordance with relevant service standards.
– Try to handle complaints via phone by clarifying issues, working with other Depts to come out solutions, raising unresolved problems;
– Make outgoing calls to customers as assigned;
– Responsible for evaluating the NPS score to measure customer’s feedback/surveys and find ways to improve process, knowledge, performance.
– Knowledge of the system, having participated in system projects
– Ensure all customer requests are accurately completed, valid and saved on system.
– Work closely with Call Center Supervisor/AM to ensure effective and consistent communication with Call Center staffs.
– Identify the knowledge and skills gaps of staffs and propose the appropriate training program.
– To undertake other tasks as and when assigned by Head of Dept/AM.

13th month salary, KPI, allowance
,#Healthcare Insurance, Gym Benefit
,#15 annual leave days

Call Center System, Customer Care Mindset, Customer Service Knowledge, Customer Communication, Customer Centric