This position will act as the department head to assist CAO to oversee the performance of the customer contact service team
To resolve complicated, customer & channel escalated enquiries and to work out immediate and long term remedial actions
To oversee and manage customer feedback and complaints for all business channels to enhance customer experience through continuous improvement
To communicate and coordinate with other departments in identifying improvement opportunities through customer feedback and implement action plans to minimize complaints
To set practices and procedural manuals to guide the team in daily operations
To improve workflow, procedures, service standards and enhance KPIs via process improvement, team restructuring and better communication
To manage and develop people in order to deliver quality service to our customers
To prepare regular/ad hoc reports to senior management to highlight any trends, impacts and consequences observed
To develop key retention programs to increase persistency
To lead projects which would promote operational efficiency
To support strategies and initiatives of customer value management
To act as the Acting CAO while CAO is away from the office
Job Requirements
10 years of relevant experience in customer service, preferably in Tele-marketing and Bancassurance channels
Professional qualifications of FLMI, ALHC and ACS are a plus
Be analytical, self-motivated, pro-active self-starter with the ability and attributes to act and perform with minimal direction or instruction
Good leadership and management skills to coach and develop team members
Good command of written & spoken Vietnamese and Professional working proficiency for English.
About
the recruitment agency
First Alliances is Vietnam's most established and largest specialist professional recruitment consultancy and HR outsourced solution provider. Operating across all major industry sectors and at all ...