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Officer, Customer Digital Experience & Advisory (40001359)
Job Purpose
Receive and resolve Customer's requests through contact channels at Customer Care function.
Ensure the completion of the assigned work, achieve the quality and follow the direction of the functional segment as well as that of techcom Securities (TCBS) and the Investment Banking segment.
Key Accountabilities (1)
1. Perform work in accordance with working rules, policies, regulations, processes, internal guidelines and commitment to service quality.
2. Evaluate business performance and develop business/promotion programs in line with the company's orientation and strategy.
3. Deploy and coordinate the implementation of business programs to achieve the set targets.
4. Receive requests for advice and support from customers, evaluate and classify the complexity to directly handle or coordinate with other departments and Techcombank.
5. Develop and update questionnaires and documents to guide customers on products and services of TCBS.
6. Regularly update the latest information on products and services of TCBS to ensure the most accurate information about products and services.
7. Implement marketing and customer care programs, introduce products, survey customers' needs/opinions, sell products, promote the prestige and image of TCBS and TCB during the delivery process. contact with customers.
Key Accountabilities (2)
8. Ensure operational indicators of customer care quality at all call center channels, mail, facebook, live chat... in terms of processing time, communication skills, customer satisfaction...
9. Implement business programs, cross-sell according to the assigned plan.
10. Update and store information and data collected from customers and provide them to relevant departments, serving the development of products and services of TCBS.
11. Coordinate with the system management department to monitor and ensure that the communication systems with customers meet the highest operational capacity.
12. Perform other related tasks at the request of the Team Leader/Director of Online Customer Service.
Key Relationships - External Stakeholders
Companies providing contact center system; Securities, insurance, fund management companies…
Success Profile - Qualification and Experiences
- Have a university degree or higher with majors in training: economics, finance, banking, foreign trade...
- Professional experience: Preferably have worked for at least 3 years in related fields such as banking, securities, customer care in the areas of operation/product/customer service quality management row.
- Management experience: Experience in management and administration is preferred.
According to Company's regulations from time to time
Expertise
- Understand TCBS systems and procedures, regulations on using the system, how to use the system for customers as well as employees and agents;
- Understand TCBS's products/services and service quality, compared to other securities companies;
- Understand the regulations/operating process, need to understand the principles and processes for handling customer requests about the bank's products and services).
