Call Center Representative
Công ty TNHH BHNT Prudential Việt Nam
Hồ Chí Minh, Việt Nam
8 ngày trước

1. Job Purpose

  • This position will be the contact point to serve customers by determining requirements; Answering incoming calls from customers to take orders;
  • responding inquiries; resolving troubleshoot problems; fulfilling requests; providing information; and maintaining database to enhance customer service.

    2. Accountability

  • Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers' needs.
  • Achieve productivity standards and goals while maintaining high level of customer service, building conversation, patience, and maintaining high
  • Receive high volume of inbound calls with varying degrees of questions or concerns while having the ability to quickly identify a client's request or problem.
  • Effectively express empathy and compassion, and take full ownership of the clients satisfaction
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions;
  • escalating unresolved problems

    3. Key responsibilities

  • Answer calls and respond to emails / website / fanpage to handle customer inquiries. Conduct customer satisfaction survey.
  • Provide customers with product and service information, Update existing customer information into system. Follow up with customer calls where necessary
  • Register and follow up customer complaints. Identify and escalate priority issues
  • Document all call information according to standard operating procedures
  • Complete call logs and follow quality assurance standard. Produce call reports
  • Others : to be assigned by the Line manager or Company’s management (if any)
  • 1. Mandatory :

  • Bachelor diploma.
  • 2. Advantage :

  • Certificate of customer service
  • 3. Experiences :
  • Mandatory :
  • Mandatory :
  • 1-2 years in Customer Service area, specifically Call Center is a plus.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities.
  • Possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
  • Be able to demonstrate strong influencing and probing skills in communication on phone.
  • Ability to learn and adapt to changes.
  • Foster a positive and productive work environment
  • Advantage :
  • Experience in insurance or financial industry is a plus
  • 4. Knowledge and skill set :

  • Mandatory :
  • Verbal and written communication skills
  • Listening skills
  • Problem analysis and problem solving
  • Customer service orientation
  • Organizational skills
  • Attention to detail
  • Judgment, adaptability
  • Resilience
  • Work well under pressure
  • Time management
  • Good English (Intermediate)
  • Well-organizing
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