Job Requirements
Job benefits
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Flexible work hours
Productivity curve is not something steady and consistent as it depends on each person's unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.
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Free food & beverages
Avoid wasting time and energy to buy food at the restaurant or hawker center by yourself. We'll provide the best food for you and your team. Make better use of your valuable time to rest, bond, and do other things that matter to you.
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Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
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Team-building events
Our company simply cannot function well without teams of people working together. That said, we provide numerous team-building activities and events for you and your team to nurture meaningful relationships between every individual.
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Skills
Job description for Junior/ Senior Support Center Agent at Cimb Bank Vietnam
- Reporting directly to Support Center Manager of Support Centre performance.
- Supporting Junior in handling serious complaint 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 managements to ensure the customer satisfaction
- Supporting new joiners as mentor/buddy/trainer.
- Monitor detection systems (VRM) and ensure that all cases are attended urgently after created. Take proper action to prevent further fraud transaction on the credit/debit card account by blocking the card.
- Manage daily operational activities to ensure timely processing of new application.
- Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.
- Undertake call-sampling check and call quality coaching of support center agents.
- Work with relevant stakeholders for Support Center related issues
- 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 are important.
- Knowledge of banking products and services are 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)
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