Call Center Senior Officer

Job Description

- Handle Inbound calls by clarify customer’s question and provide solution to customer with good service.
- Reply to customer’s email, zalo where necessary.
- Try to handle complaints via phone by clarifying issues, working with other Depts to come out solutions, raising unresolved problems;
- Make outgoing calls to customers as assigned;
- ly and accurately complete all related administration activities: update customer’s information, car insurance, report, and record… in accordance with relevant service standards.
- Work closely with Call Center Supervisor/AM to ensure effective and consistent communication with Call Center staffs.
- Responsible for evaluating the NPS score to measure customer’s feedback/surveys and find ways to improve process, knowledge, performance.
- Identify the knowledge and skills gaps of staffs and propose the appropriate training program.
- Ensure all customer requests are accurately completed, valid and saved on system.
- Knowledge of the system, having participated in system projects
- To undertake other tasks as and when assigned by Head of Dept/AM.