Call Center Officer

POSITION PURPOSE

As a Call Center Officer, you are the first point of connection between BUV and future students. Every conversation is an opportunity to inspire confidence, understand individual aspirations, and guide students toward the educational pathway that best fits their ambitions.

AREAS OF RESPONSIBILITY

Lead Engagement:

• Conduct intensive outbound calls to potential clients from the assigned database to introduce BUV programs and provide basic consultation.

• Verify and update customer information accurately in the system.

• Assess customer’s potential to drive information to sales for further follow up where applicable.

• Follow up on customer inquiries, appointments, events status.

Early Stages Nurturing:

• Conduct one-on-one consultations regarding BUV information and study pathways for students in grades 10, and 11.

CSAT & Application Care:

• Conduct CSAT calls for new applications and withdrawals.

• Follow up and maintain engagement with application from previous years.

Handle other inbound & outbound call activities assigned by Supervisor or Manager.

Recruitment & Care event support: Participate & support recruitment and applicant care events when required.

Other tasked assigned by Manager.

Support customer engagement and lead qualification via emerging communication channels (e.g., social platforms, messaging applications, and other digital touchpoints) if applicable.

Yêu cầu công việc

POSITION SPECIFICATIONS

Working Time: Full-time (Monday to Saturday).

Shifts: Flexible shift patterns (8:30 AM – 5:30 PM or 12:00 PM – 9:00 PM).

COMPETENCIES (Knowledge, Skills, and Abilities)

• Educational Background: College or Bachelor’s degree preferred.

• Linguistic Skills: Strong verbal and written communication in both English and Vietnamese.

• Communication Style: Clear voice, confident telephone etiquette, and a patient, service-oriented mindset.

• Technical Proficiency: Basic familiarity with Microsoft Office/Google Workspace and CRM systems (Salesforce).

• Resilience: Ability to maintain a positive attitude in a fast-paced environment and handle high call volumes under pressure.

Quyền lợi

• Thưởng: 13th month Tet bonus (for Vietnamese candidates) Annual cost of living adjustment and performance-based bonus
• Chăm sóc sức khoẻ: Healthcare plan (private accident, medical, and dental insurance, including annual health checks)
• Nghỉ phép có lương: 20 days annual leave, public holidays, and 5 days paid sick leave
• Giải thưởng: Recognition & awards programmes
• Hoạt động nhóm: Various staff events through the year (outings, year-end party, sports activities and other events)
• Khác: Highly competitive salary package (plus benefits), start from 20,000,000 VND commensurate with qualifications/experience Education support for staff, their dependents and immediate relatives