Specialist of Customer Service

_Support the design, development, and implementation of customer service processes and operating procedures for the new credit card business.

_Handle customer inquiries and requests related to credit card products and services through various communication channels while ensuring high service quality.

_Coordinate with internal departments and external partners to resolve customer issues and improve the overall customer experience.

_Participate in user acceptance testing (UAT), operational readiness activities, and process validation before the business launch.

_Provide legal and regulatory advice to project teams on credit card products, customer onboarding, payment services, collections, marketing activities, and other business initiatives.

_Identify customer service improvement opportunities and recommend process enhancements to increase efficiency and customer satisfaction.

_Ensure customer service operations comply with internal policies, regulatory requirements, and service standards.

_Prepare operational reports, maintain accurate customer service records, and support management with performance analysis and continuous improvement initiatives.

Yêu cầu công việc

_Bachelor’s degree in Economics, Finance, Banking, Business Administration, Accounting, or other related fields.

_Minimum of 5–10 years of experience in Customer Service, Contact Center, or Customer Operations within the banking, consumer finance, or financial services industry.

_Strong understanding of credit card products, customer service operations, and customer lifecycle management.

_Hands-on experience managing or supervising customer service teams, or experience as a deputy/team leader with a comprehensive understanding of customer service operations.

_Experience in designing or improving customer service processes, standard operating procedures (SOPs), and service quality standards.

_Strong problem-solving, communication, and stakeholder management skills with the ability to work effectively across cross-functional teams.

_Familiarity with CRM, CMS, or other customer service systems is preferred.

_Good command of English, with the ability to communicate effectively in a multicultural working environment.

_Familiarity with credit card products, customer service operations, and relevant regulations is an advantage.

Quyền lợi

• Thưởng: A minimum of 13 months' salary, bonuses based on business results, special occasion bonuses, and holiday bonuses.
• Chăm sóc sức khoẻ: Social insurance based on 100% salary.
  Full benefits according to the law, including Health Insurance (BHYT), Social Insurance (BHXH), and Unemployment Insurance (BHTN).
  Annual health check-ups, Premium health insurance program (Tokio Marine)
• Nghỉ phép có lương: 100% salary during the 2-month probation period.