Officer, Virtual Customer Service (40001545)

Officer, Virtual Customer Service

Category: Retail Banking Group Job Type: Facility: Retail Banking

Job Purpose: Take responsibility for: Via virtual communication channels (telephone, video call...) to onboard customers, inform customers about suitable products ensuring the best experience to customers.

Key Accountabilities:

• Customers: Onboard customers, inform customers about suitable products to bring the best experience to customers - Receive customer information to inform customers about products/services via virtual channels which are suitable to customer's needs and comply with products procedure and policy or refer to other sales force to bring the best experience to customers - Onboard and take care new customers
• Product and Service: ensure and improve service quality, create the best customer experience - Update information on product, process/ guideline, MKT campaign, sales campaign and guideline to provide best service to customer - Inform customers about products and support based on customer's request precisely, comprehensively, timely to comply with products procedure, policy and SLA - Take care customer, receive and handle customer issues - Suggest and propose ideas with relevant units to improve product, process to make it become more efficient
• System: comply regulation & manage risks - Perform every activities in accordance with policy, process, regulation. - Identify customer information as well as acknowledge warning signals before and after customer transactions following regulations - Manage operational risks following guideline - Identify, report and participate in risk handling process - Comply regulation on information security and confidential
• Human resource: develop people and build up organization culture 4.1.Develop individual capability - Fully attend training courses - Always find opportunity to learn and improve at work and in life - Actively build up development plan - Willing to share information, be ready to any changes happened - Take ownership, take responsibility at work to achieve outstanding result 4.2.Build up organization culture - Build up solidarity culture, encourage colleagues to achieve success - Fully aware of TCB culture and follow 5 core values, behaviour standards
• Effectiveness management: manage business plan and business result - Build up personal customer service plan and follow to achieve KPI indicators - Report customer service activities to manager as request Perform other tasks as requested by management

Key Relationships:

• Direct Manager: Manager of the unit
• Direct Reports: NA
• Internal Stakeholders: Teams inside and outside Division
• External Stakeholders: Individual customers, competitors…

Success Profile:

• Qualification and Experiences: At least 3 year experience in Finance and Banking sector, virtual advisory experience is prioritized. - Able to make a call out based on pre-defined call script or inform customers about single, multi product/service. - Graduated from College or higher at any fields or sectors - Proficient in office software, banking software - English proficiency: According to the policy in the each period