This offer job is expired.

Head Customer Services & Retention

First Alliances - Expires on Feb 24, 2014
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Vietnam
  • Not specified
  • Permanent - Full Time
  • 10+ years
  • Expat and local
Customer Service/ Account Management
Job Category
USD 2,500 - 3,500

Job Description

  • 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

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 ...

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