1\. Support the Head of Department in managing and operating Customer Care \& Support activities
- Organize and oversee the handling of customer inquiries, requests, and support through multiple channels, including Hotline, Fanpage, Web Chat, Zalo, Email, and other digital channels.
- Organize and monitor the processing of card\-related transactions and customer requests outside normal business hours.
- Handle emergency situations and serious customer complaints/escalations in a timely and effective manner.
- Organize customer satisfaction surveys and assessments to measure customers’ satisfaction with banking products, services, and service quality.
- Manage and maintain records, documents, call recordings, and other relevant files related to Customer Care \& Support activities.
2\. Manage Customer Care \& Support Service Quality
- Develop and monitor key performance indicators (KPIs) for the Customer Care \& Support team and propose improvement actions to enhance productivity and service quality.
- Research, propose, and implement solutions and initiatives to improve processes, service quality, and overall customer experience.
- Coordinate and implement digital transformation initiatives within the Department as assigned.
3\. Develop Customer Care \& Support Policies and Procedures
- Develop, review, and update policies, procedures, and operational guidelines for Customer Care \& Support activities in line with the Bank’s business requirements and each period.
4\. People Management
- Organize, assign, supervise, and evaluate employees within the Department; recommend appropriate staffing solutions to optimize workforce productivity and operational efficiency.
- Build, train, and develop a high\-performing team within the assigned function.
- Foster a professional, collaborative, productive, and cohesive working environment.
5\. Organize and Manage Centralized Complaint Handling Across the Bank
- Develop, review, and continuously improve policies, procedures, service standards, and technology systems for centralized complaint handling across multiple customer touchpoints and channels.
- Organize, manage, and monitor the receipt, verification, classification, routing, and resolution of customer complaints in accordance with their level of severity, nature, and authorized responsibilities.
- Approve and control the resolution of complaints within the delegated authority; directly participate in and coordinate with relevant business units to handle complex, sensitive, or high\-risk cases.
- Control the quality of customer response plans, scripts, and communication content, ensuring accuracy, completeness, consistency, and compliance with applicable regulations.
- Analyze complaint data and identify potential operational and service risks; recommend improvements to products, processes, and services to relevant business units based on customer feedback and complaint trends.
- Organize training, provide guidance, and monitor the implementation of complaint\-handling activities by the team and customer\-facing units across the Bank.
6\. Other Duties
- Perform other duties and assignments as required by the Head of Department/Management.
