Inbound, Support Center Agent

JOB GRADE: Outsourced Staff

As a member of the Support Center team, you are in charge of interact with customers to address their concerns, answer their questions and assist them with their needs. You will often answer customer phone calls and emails, chat responding to customers' questions and concerns.

JOB RESPONSIBILITIES

• Being the first point of contact of our Bank
• Handling customers' inquiries, requests & complaints via inbound calls, Facebook chat, and email.
• Identifying and analyzing customers’ needs to give tailored solutions.
• Discovering customers’ financial needs to have a suitable recommendation.
• Monitor detection systems (VRM) and ensure that all cases are attended to urgently after being created. By blocking the card, take proper action to prevent further fraudulent transactions on the credit/debit card account.
• Work closely with stakeholders’ team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes.
• Adapt to changes in system/service and keep all team members informed of changes in policies, procedures, product updates, and customer campaigns.
• Reporting directly to the Inbound Team leader.

JOB SPECIFICATION

• Bachelor's Degree in Banking/Finance/Business with approximately 0-2 years of relevant experiences with Contact Center (Fresh graduates in any discipline are strongly encouraged to apply as intensive training will be provided)
• Know the Banking/Fintech sector
• Experience in digital service channels including live chat, email, social care
• Knowledge of banking products and services are preferred.
• Work on a flexible 24/7 shift with 40 hours per week schedule. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.
• Have good health and passion for helping and servicing

COMPETENCIES AND SKILLS

• An empathetic listener and love to talk, more so, on the phone.
• Ability to communicate effectively (verbal/written) by demonstrating a professional and polished demeanor with a positive, upbeat, and friendly personality.
• Open-minded and digital mindset.
• Solve problems creatively, and create win-win situations with internal and external customers.
• Negotiation skills as well as the ability to handle difficult customer calls.
• Proficient computer skills, especially Microsoft Office applications.

BENEFITS

• Social insurance contributions based on 100% of salary.
• 13th-month salary and annual performance bonus (based on policy).
• Company laptop provided.
• Annual health check-up.
• Coffee, tea, and snacks provided at the workplace.
• 12 days of annual leave plus public holidays.
• Other benefits in accordance with CIMB’s policies and the Labor Law.

WORK LOCATION

An Khanh Ward, Ho Chi Minh City

WORKING HOURS

Flexible shift