Type
Full-time
Work mode
On-site
Level
Manager
Industry
Customer Service
Salary
Thương lượng
Location
Hà Nội, Hà Nội, Hà Nội
Overview
- Responsible for leading and overseeing end-to-end Customer Service operations, including Customer Service Center, Customer Complaint Handling, and Operations Excellence, to ensure high service quality, operational efficiency, and compliance with defined processes, standards, and regulations—ultimately enhancing customer experience and supporting business objectives.
- Lead and drive end-to-end Customer Service operations, including Customer Service Center, Customer Care, Complaint Handling, and Operations Excellence, delivering seamless and high-quality customer experiences
- Champion customer experience excellence, continuously enhancing service quality across all channels and ensuring timely, effective resolution of customer needs
- Design and strengthen governance frameworks, including policies, procedures, controls, and risk management to ensure operational efficiency and regulatory compliance
- Own operational performance, managing KPIs and leading continuous improvement initiatives to enhance productivity, efficiency, and cost optimization
- Elevate complaint management practices, driving root cause analysis, quality assurance, and proactive actions to improve customer satisfaction and trust
- Partner with business and distribution teams, including bancassurance channels and strategic banking partners, to optimize frontline customer journeys and service processes
- Deliver actionable insights to leadership, providing data-driven recommendations to support strategic decisions and operational excellence
- Build and inspire high-performing teams, developing strong capabilities in customer service, complaint management, and operations excellence
- Contribute to business growth, driving customer retention, persistency, and long-term customer value creation.
Summary of facts from the official posting. View original ↗
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