- Reporting directly to Support Center Manager of Support Centre performance.
- Supporting Junior in handling serious complaints or any ad-hoc cases.
- Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes
- Identifying and analyzing customers’ needs to give tailored solutions
- Discovering customer’s financial needs to have a suitable recommendation
- Generate customer loyalty through strong knowledge of key products and services.
- Set up and handle customer complaint management to ensure the customer satisfaction
- Supporting new joiners as mentor/buddy/trainer.
- Monitor detection systems (VRM) and ensure that all cases are attended to urgently after created. Take proper action to prevent further fraudulent transactions on the credit/debit card account by blocking the card.
- Manage daily operational activities to ensure timely processing of new applications.
Adapt to changes in system/service and keep all team members informed of changes in policies, procedures, product updates, and customer campaigns.
- Undertake call-sampling check and call quality coaching of support center agents.
- Work with relevant stakeholders to Support Center related issues

Yêu cầu công việc:

- Perform all administrative job and follow-up action required related to pending cases.
- Degree in Banking/Finance/Business with approximately 1-2 years of relevant experiences with Contact Center
- Experience in digital service channels including live chat, email, social care is important.
- Knowledge of banking products and services is preferred.
- Working knowledge of Contact Center processes and systems
- Open-minded and digital mindset is preferred
- Communication, problem-solving and analytical skills
- Demonstrate initiative and positive attitude
- Working on flexible shift (24/7)