Officer, Virtual Customer Service (40001545)

Job Purpose 'Take responsibility for :

• Via virtual communication channels (telephone, video call...) to onboard customers, inform customers about suitable products ensuring the best experience to customers

Key Accountabilities (1)

• Customers: Onboard customers, inform customers about suitable products to bring the best experience to customers
• Receive customer information to inform customers about products/services via virtual channels which are suitable to customer's needs and comply with products procedure and policy or refer to other sales force to bring the best experience to customers
• Onboard and take care new customers
• Product and Service: ensure and improve service quality, create the best customer experience
• Update information on product, process/ guideline, MKT campaign, sales campaign and guideline to provide best service to customer
• Informcustomers about products and support based on customer's request precisely, comprehensively, timely to comply with products procedure, policy and SLA
• Take care customer, receive and handle customer issues
• Suggest and propose ideas with relevant units to improve product, process to make it become more efficient

Key Accountabilities (2)

• System: comply regulation & manage risks
• Perform every activities in accordance with policy, process, regulation.
• Identify customer information as well as acknoledge warning signals before and after customer transactions following regulations
• Manage operational risks following guideline
• Identify, report and participate in risk handling process
• Comply regulation on information security and confidential

Key Accountabilities (3)

• Human resource: develop people and build up organization culture

4.1.Develop individual capability

• Fully attend training courses
• Always find opportunity to learn and improve at work and in life
• Actively build up development plan
• Willing to share information, be ready to any changes happened
• Take ownership, take responsibility at work to achieve outstanding result

4.2.Build up organization culture

• Build up solidarity culture, encourage colleagues to achieve success
• Fully aware of TCB culture and follow 5 core values, behaviour standards
• Effectiveness management: manage business plan and business result
• Build up personal customer service plan and follow to achieve KPI indicators
• Report customer service activities to manager as request

Perform other tasks as requested by management

Key Relationships - Direct Manager Manager of the unit

Key Relationships - Direct Reports NA

Key Relationships - Internal Stakeholders Teams inside and outside Division

Key Relationships - External Stakeholders Individual customers, competitors…

Success Profile - Qualification and Experiences

• At least 3 year experience in Finance and Banking sector, virtual advisory experience is prioritized.
• Able to make a call out based on pre-defined call script or inform customers about single, multi product/service.
• Graduated from College or higher at any fields or sectors
• Proficient in office software, banking software
• English proficiency: According to the policy in the each period