Tuyển dụng Senior Assistant, Contact Center tại Hồ Chí Minh

Job purpose

On behalf of Sun Life Viet Nam and business to receive incoming calls. A Contact Center Senior

Assistant serves as an experienced professional who not only handles complex customer interactions but also provides leadership, mentorship, and operational support to enhance team performance and customer satisfaction. He/she gives a more specialized approach to Client or Advisors. He/She must answer questions, resolve problems in call, raise appropriate proposals to solve complicated issues, process transaction problems that our client/advisor might face with accuracy and efficiency, proactively identifies and addresses recurring issues.

Major accountabilities

+ Handling incoming calls to achieve personal KPIs related to services such as service level,

average speed answer, average talk time, call per day, first call resolution and contribute to team productivity goals

+ On behalf of Sun Life Viet Nam, Contact Center Senior Assistant play an ambassador role to

deliver standard/professional service via phone. Ensure satisfaction of Client needs to the best possible way

+ Monitor all outstanding/ unresolved/ referred cases/requests; coordinate with the back-end support unit until call closed based on turnaround time.

+ Resolves customer issues independently within established guidelines. It has clear parameters for escalation and problem-solving.

+ Suggest workflow improvements

+ Demonstrates patience and empathy with Clients and team members

Yêu cầu công việc

Customer focus:

• Balances efficiency with quality service

• Demonstrates patience and empathy with Clients

• Handles complex, high-value, or escalated customer inquiries

• Resolves difficult issues using advanced product and system knowledge

• Provides solutions that require judgment and experience

• Manages high-priority customer relationships

Communication Skills:

• Clearly articulates solutions to customers

• Provides constructive feedback to peers

• Escalates effectively when necessary

• Have excellent interpersonal skills and the ability to work with all kinds of people

Decision-Making Authority:

• Prioritizes customer experience in decision-making

• Resolves customer issues independently within established guidelines

• Makes judgment calls without requiring constant supervisor approval

• Has clear parameters for escalation and problem-solving

•Knowledge and Confidence:

• Possesses deep product and process knowledge

• Confidently handles complex customer interactions

• Mentors and coaches junior team members

Leadership Qualities:

• Demonstrates patience and empathy with team members

• Models best practices and positive behaviors

• Supports team morale and collaboration

Other skills:

• Be good at PC skills (Excel, Word, Access Email)

• English (speaking and writing) is a plus

Quyền lợi

• Chăm sóc sức khoẻ: Group insurance for you and your family
• Hoạt động nhóm: Frequent engagement activities
• Khác: Hybrid way of workings