Senior Executive, Customer Engagement (Inbound Team Leader)

  • Ho Chi Minh City
  • Level: Officer
  • Report to: Contact Center Manager
  • Department: Customer
  • Contact to: hiring@timo.vn

RESPONSIBILITIES

  • Develop and set objectives for day-to-day operations in a Contact Center.
  • Oversee the effective management of technological and human resources in order to maximize productivity.
  • Recruit, orient, and train Contact Center representatives to deliver high-standard customer service.
  • Utilize key metrics to evaluate the performance of Contact Center agents in order to identify the need for special training.
  • Assign and delegate work tasks to Contact Center agents according to their speciality and current customer demand.
  • Address and resolve complex issues escalated by Contact Center representatives.
  • Ensure equipment and technological resources required for operations are available and in working order.
  • Carry out performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations.
  • Develop customer interaction/call handling procedures and policies.
  • Fully support customers via phone calls and other communication channels such as email, Facebook, Zalo…
  • Resolves problems, complaints by clarifying issues, explore the answers and alternative solutions, implement solutions to satisfy customer’s needs.
  • Other major duties such as lock card, active card/account, notify transactions or account balance/ customer’s card….
  • Ensure adherence to the defined Operation process, instructions related to Anti-money laundering (AML) and Know your customer (KYC), code of conduct & rules of The Company.
  • Take part in building procedures and regulations for projects related to Contact Center.
  • Implement tasks allocated by Contact Center Manager.

REQUIREMENTS

  • Bachelor’s degree in banking, Call center management, business, or management.
  • Good communication and interpersonal skills.
  • Ability to work as part of a team.
  • Good leadership traits.
  • Excellent organizational and analytical abilities.
  • Good customer service skills, that is, the individual must always be customer friendly.
  • Ability to adjust schedules to meet customer needs and solve their problems effectively.
  • A degree in any management or social science discipline.
  • At least 3 years’ experience in a similar role with at least one year working as a customer agent.
  • Desire to work in a new project/start-up project under high pressure and productivity achievement

BENEFITS

  • Full benefits and salary during probation.
  • Premium health care insurance.
  • Competitive salary and learning culture.
  • Other benefits as per stated in Vietnamese Labor Law.

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