[OP] Contact Center (Inbound) Officer

To deliver the best customer service experience, service quality and operational efficiency to customers via inbound/outbound calls, complaint handling, implementing customer care program

• Handle inbound calls from customers and respond to customer requests via Hotline & digital channels (Facebook, Zalo, Email) as assigned; perform customer verification, accurately record and update all interaction details, requests, and handling results in Contact Center/CRM system; upon completion, invite customers to provide post-interaction satisfaction ratings in accordance with regulations.
• Provide information, guidance, and consistent responses across all channels in accordance with approved scripts, templates, and procedures regarding policy status, premium payments, policy benefits, policy information changes, and claims processes.
• Receive and handle customer complaints at basic level within assigned authority; classify, escalate, and coordinate with relevant departments to follow up on cases beyond authority, update progress, and respond to customers in line with scripts and SLA requirements.
• Strictly comply with regulations on customer data confidentiality, legal requirements, and service quality standards.
• Coordinate with the Quality Control (QC) team in call monitoring and scoring activities; receive feedback and implement service quality improvements.
• Contribute to improvements in processes, operational scripts, and inbound customer service quality to reduce repeat inquiries and enhance customer experience.
• Other tasks as assigned.

1. Qualification: Good communication skill, fluent, clear voice. Customer persuasion skill. Ability to work under pressure. Good knowledge of life insurance is preferred.
2. Experience: At least 1 years relevant working experience (in customer service, call center, complaint handling, supervision).
3. Certification

• University degree in economics, finance or equivalent.
• Basic English.
• LOMA certificate is preferred.