1. JOB RESPONSIBILITIES:

➤ Monitor, evaluate, and assess the quality of work and expertise of employees, ensuring adherence to procedures and job standards, and driving team members to meet KPIs regularly.

➤ Lead and manage a team of customer service representatives, allocate tasks, coordinate team members to ensure no backlog, consistently meet deadlines, and optimize handling time for customer requests.

➤ Track instances of leave, tardiness, and breaks to remind employees to adhere to company regulations.

➤ Review profiles, approve participation conditions for customer programs.

➤ Support employees in interacting between relevant departments regarding tasks and procedures. Monitor, detect, and promptly address departmental issues affecting service quality, providing guidance and advice to employees on handling special cases.

➤ Guide, train, and support new employees to catch up with work progress and quickly integrate into the team environment.

➤ Handle internal team issues under management's purview, implement company policies and regulations to ensure consistency and task completion.

➤ Proficient in departmental operations systems, proactively propose improvements to enhance work quality for superiors.

➤ Organize and coordinate regular meetings to report work progress to management.

➤ Perform other tasks as assigned by management.

2. REQUIREMENTS:

➤ Minimum 3 years of experience in Customer Service Specialist/Customer Care Specialist/Customer Relationship Specialist positions or related roles, and at least 1 year of experience in managing a team of 7 to 10 members.

➤ Bachelor's degree or higher in fields such as Psychology, Education, Social Sciences, Finance, Banking, International Business, Commerce, etc.

➤ Proficient in English communication, with an IELTS score of 6.5 or above or equivalent certifications/qualifications (mandatory requirement).

➤ Strong communication skills (both with customers and internal stakeholders), flexible problem-solving abilities, negotiation skills, and negotiation.

➤ Age between 25 – 35 years old, in good health condition, and able to work night shifts.

➤ Proficient in time management, task progress management, and tight team management in a high-pressure environment.

➤ Preference will be given to candidates who:

☑ Can start working immediately, attend interviews, and start work promptly.

☑ Have previous experience working in banks/financial organizations and possess a solid understanding of customer service practices.

☑ Have previously worked with US banks.

3. JOB DETAILS:

➤ Employment type: Full-time (Night shift).

➤ Industry: Financial services in the US market (No insurance, No lending).

➤ Working hours: 21:00 - 6:00, 22:30 – 07:30 or 23:30 - 8:30, 5 days/week (working by US business hours).

➤ Interview process:

☑ Round 1: Screen CV & Phone Interview

☑ Round 2: Cultural Interview & Test English

☑ Round 3: Professional Interview with Team Leader

☑ Round 4: Offer letter

4. HOW TO APPLY:

➤ Send CV to: tuyendung@outsourcesolutions.vn

➤ Subject: [Senior Customer Service_Processor] Full name

➤ Location: 60/15 Ly Chinh Thang Street, District 3, HCM City.

Join our dynamic team and be part of an organization dedicated to delivering exceptional service and support to our valued clients across the United States. Apply now and embark on a rewarding career journey with Outsource Solutions!