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Expert, Customer Services - Techcomlife

Techcombank · Hà Nội
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Hà Nội, Hà Nội, Hà Nội

Tổng quan

  • 'Responsible for designing, operating, and optimizing Customer Care/Engagement programs across the entire policy lifecycle, ensuring differentiated customer experiences, cost efficiency, effective risk control, and contribution to key business objectives (retention, satisfaction, loyalty).
  • KEY ACCOUNTABILITIES
  • Key Accountabilities (1)
  • Design, Implement & Manage Customer Care Programs:
  • Develop annual customer care strategies/roadmaps (e.g., Customer Care 2026+), leveraging emotional touchpoints (birthdays, holidays, post‑sale care, insurance events, etc.).
  • Design customer segmentation/tier mechanisms and update them periodically based on operational insights, business growth, jumbo cases, etc.; issue and govern related policies.
  • Develop program rules/terms & conditions, participation criteria, qualification logic, lucky draw procedures, prize awarding processes; coordinate registration with the Department of Industry and Trade when required.
  • Prepare proposal papers (rationale, objectives, cost structure, risks – controls) and submit for approval in accordance with the company’s authorization matrix.
  • Key Accountabilities (2)
  • Cross‑functional Coordination & Multi‑channel Campaign Execution
  • Collaborate with Marketing to design communication messages tailored for each customer segment and each customer care initiative.
  • Co‑develop customer communication content across Zalo OA, Email, SMS, push notifications, banners, etc., ensuring accuracy and compliance with insurance regulations.
  • Build campaign plans (content plan, sending schedule, activation roadmap) and ensure on‑time execution.
  • Coordinate with agencies/vendors (UrBox, ZNS/Email platforms, creative agencies, lucky draw partners, etc.) to ensure SLA adherence and output quality.
  • Partner with related teams to evaluate communication effectiveness (reach/engagement), generate customer insights, and propose improvements.
  • Key Accountabilities (3)
  • Program Operations & Management
  • Coordinate customer data, segmentation, and target lists.
  • Establish SOPs for customer care journeys, periodic reconciliation processes, and mechanisms for gift/e‑voucher activation.
  • Manage vendors: SLA compliance, data security, documentation trails, and deliverable acceptance.
  • Execute customer outreach for insurance claim events and provide service‑recovery gifts in cases of service issues caused by the company or partners.

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