[Hà Nội] - Call Center - Customer Service/ English Line

Number of hires: 5

Line language: English

Working schedule:Shift-based work. Employees work 5.5 days per week and  have 1.5 days off. Schedules are arranged 1 month in advance.

Shift details:

• Morning shift: 6:00 – 15:00 / 7:00 – 16:00
• Afternoon shift: 13:00 – 21:00 / 14:00 – 22:00
• Night shift: 23:00 – 7:00
• Office hours shift: 8:30 – 17:30 / 9:00 – 18:00 / 9:30 – 18:30
• Part-time shift (4 hours): 4 hours per shift, scheduled between 7:00 – 11:00 / 7:30 – 11:30 … 21:00 – 1:00

I. JOB DESCRIPTION

1. Customer Service via Phone (70%)

• Receive and handle customer requests related to products and services.
• Report unresolved customer issues or incidents to the appropriate management level.

2. Compliance with Processes and Standards (20%)

• Follow operational procedures and service quality standards when interacting with customers.
• Comply with customer data confidentiality and information security regulations.

3. Training (10%)

• Actively participate in training and coaching programs to improve job-related skills.

4. Other tasks

• Perform additional duties as assigned.

II. JOB DESCRIPTION

• College degree or higher, preferably in Finance & Banking, Business Administration, Economics, Commerce, or related fields.
• Minimum experience:
  • 6 months (Staff level)
  • 1 year (Specialist)
  • 2 years (Senior Specialist)
  • 3 years (Advanced/Senior Specialist)
    in customer service, sales, or roles involving direct customer interaction.
• Knowledge of banking products and services, banking policies and regulations, and banking operations systems.
• Good understanding of customer service principles.
• Clear speaking voice and strong problem-solving skills.
• Good communication and relationship-building skills.
• Basic English skills.