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Customer Service Lead - Credit Card Business - Hcmc
Savani
36 việc làm
1 lượt xem
Thông tin cơ bản
Mức lương:
Thỏa thuận
Chức vụ:
Nhân viên
Ngày đăng tuyển:
Đang cập nhật
Hạn nộp hồ sơ:
11/11/2024
Hình thức:
Toàn thời gian
Kinh nghiệm:
Không yêu cầu
Số lượng:
1
Giới tính:
Không yêu cầu
Nghề nghiệp
Ngành
Địa điểm làm việc
- TẦNG 8 TÒA NHÀ HAVANA, 132 HÀM NGHI PHƯỜNG BẾN THÀNH QUẬN 1 TP HỒ CHÍ MINH.
Mô tả công việc
We are an AI Fintech company specializing in assessing consumers's credit profiles in emerging markets combining pioneering AI with large alternative data sources. In 2020 we reached our ambitious milestone of credit profiling 1bn consumers spanning 4 countries - Vietnam, Indonesia, India & the Philippines - and building a platform for the wider industry and the financial services industry, in particular, to provide the 'un & under' served access to credit. At the core of this initiative has been our strict and unwavering adherence to the norms of consumer data privacy and consumer data rights.
But we're not satisfied as we embark on the next leg of our journey to deliver 100 million credit lines to consumers in our markets. Although this goal is ambitious, we truly believe that by harnessing the power of AI & Big Data we can deliver financial access at an unprecedented scale.
How you will make an impact in this role:
We are partnering with banks that are embracing changes toward digital banking - Credit Card Partnership. These changes are exciting but complex, and we are looking for team members who are motivated by big challenges and are ready to dive headlong into helping us grapple with complexity, build solutions, and turn our visions into a reality. Join us, if you have the talent and desire to deliver financial access for all by advancing data science and technology.
As a Customer Service Manager - Credit Card Partnership at Trusting Social, you will have the ultimate responsibility for decision-making and prioritization for driving customer service strategy, and innovative solutions, and lead our customer service team in delivering world-class support that delights our customers & partners, and sets us apart from the competition
The Customer Service Lead - Credit Card Partnership will report to the Manager of Operation
What you will do
- Develop and implement customer service strategies that align with our company's mission and values
- Hire, train, and manage a team of customer service representatives, fostering a culture of empathy, responsiveness, and going above and beyond for customers
- Set clear performance goals and metrics for the team, tracking progress and identifying areas for improvement
- Monitor customer interactions across all channels (phone, email, chat, social media) to ensure high-quality service and prompt issue resolution
- Empower the team to make decisions and take ownership of customer issues, providing guidance and support as needed
- Analyze customer feedback and service metrics to identify trends, improvement opportunities, and training needs
- Collaborate with other departments (product, marketing, engineering) to share customer insights and drive customer-focused improvements
- Develop and maintain a knowledge base of product information, policies, processes, and best practices to enable the team to provide accurate, consistent support
- Keep abreast of industry best practices and emerging technologies then apply them to enhance the customer service experience continuously
- Serve as the escalation point for complex customer issues, using strong problem-solving skills and diplomacy to find win-win resolutions
But we're not satisfied as we embark on the next leg of our journey to deliver 100 million credit lines to consumers in our markets. Although this goal is ambitious, we truly believe that by harnessing the power of AI & Big Data we can deliver financial access at an unprecedented scale.
How you will make an impact in this role:
We are partnering with banks that are embracing changes toward digital banking - Credit Card Partnership. These changes are exciting but complex, and we are looking for team members who are motivated by big challenges and are ready to dive headlong into helping us grapple with complexity, build solutions, and turn our visions into a reality. Join us, if you have the talent and desire to deliver financial access for all by advancing data science and technology.
As a Customer Service Manager - Credit Card Partnership at Trusting Social, you will have the ultimate responsibility for decision-making and prioritization for driving customer service strategy, and innovative solutions, and lead our customer service team in delivering world-class support that delights our customers & partners, and sets us apart from the competition
The Customer Service Lead - Credit Card Partnership will report to the Manager of Operation
What you will do
- Develop and implement customer service strategies that align with our company's mission and values
- Hire, train, and manage a team of customer service representatives, fostering a culture of empathy, responsiveness, and going above and beyond for customers
- Set clear performance goals and metrics for the team, tracking progress and identifying areas for improvement
- Monitor customer interactions across all channels (phone, email, chat, social media) to ensure high-quality service and prompt issue resolution
- Empower the team to make decisions and take ownership of customer issues, providing guidance and support as needed
- Analyze customer feedback and service metrics to identify trends, improvement opportunities, and training needs
- Collaborate with other departments (product, marketing, engineering) to share customer insights and drive customer-focused improvements
- Develop and maintain a knowledge base of product information, policies, processes, and best practices to enable the team to provide accurate, consistent support
- Keep abreast of industry best practices and emerging technologies then apply them to enhance the customer service experience continuously
- Serve as the escalation point for complex customer issues, using strong problem-solving skills and diplomacy to find win-win resolutions
Yêu cầu công việc
- A genuine passion for helping customers and providing exceptional service
- 5+ years of customer service experience, with 2+ years in a leadership role in banking and/or consumer finance
- Proven track record of building and leading high-performing customer service teams
- Deep understanding of customer service best practices and metrics
- Excellent communication and interpersonal skills, with the ability to build rapport and defuse tense situations
- Strong analytical and problem-solving skills, with the ability to think strategically
- Proficient in customer service technologies (e.g., CRM, helpdesk, chat, phone systems)
- Bachelor's degree in business, communications, or a related field (or equivalent experience)
- 5+ years of customer service experience, with 2+ years in a leadership role in banking and/or consumer finance
- Proven track record of building and leading high-performing customer service teams
- Deep understanding of customer service best practices and metrics
- Excellent communication and interpersonal skills, with the ability to build rapport and defuse tense situations
- Strong analytical and problem-solving skills, with the ability to think strategically
- Proficient in customer service technologies (e.g., CRM, helpdesk, chat, phone systems)
- Bachelor's degree in business, communications, or a related field (or equivalent experience)
Quyền lợi được hưởng
Chăm sóc sức khoẻ
Comprehensive health care coverage for you and your dependents
Căn-tin
Onsite lunch with multiple options, including vegetarian
Unlimited free coffee, tea, snacks, and fruit to keep you energized
Khác
Generous leave policies, including annual leave, sick leave, and flexible work hours
All employees have access to Udemy, offering endless opportunities for skill development
Grab for work allowance
13th-month salary and performance bonus
Comprehensive health care coverage for you and your dependents
Căn-tin
Onsite lunch with multiple options, including vegetarian
Unlimited free coffee, tea, snacks, and fruit to keep you energized
Khác
Generous leave policies, including annual leave, sick leave, and flexible work hours
All employees have access to Udemy, offering endless opportunities for skill development
Grab for work allowance
13th-month salary and performance bonus
Khu vực
Savani
Xem trang công ty
Quy mô:
500 - 1.000 nhân viên
Địa điểm:
Số 360 đườngTrần Phú - Phường Ba Đình - Thành phố Thanh Hoá - Thanh Hoá.
Savani được biết đến là một thương hiệu thời trang dành cho cả gia đình. Nhờ sự nỗ lực không ngừng của đội ngũ nhân sự cùng lòng tin yêu từ phía quý khách hàng, Savani ngày càng phát triển vững mạnh, hứa hẹn sớm trở thành Tập đoàn thời trang toàn cầu trong tương lai không xa.
Hiện nay, Savani đã khẳng định được vị thế của mình trên thị trường với tần suất gia tăng các cửa hàng trải dài toàn quốc. Với quy mô hiện tại lên đến hơn 50 chi nhánh/cửa hàng khác nhau tại các tỉnh thành (Hà Nội, Vĩnh Phúc, Thái Nguyên, Ninh Bình; Thanh Hóa, Nghệ An; Hà Tĩnh; Quảng Bình, Đà Nẵng...), trở thành hãng thời trang có độ phủ TOP đầu trong nước.
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