[DISTRICT 7] CASE RESOLUTION SPECIALIST
Mô tả công việc
- Receive, Investigate and handle complain through assigned channels, ensuring timely and accurate resolution.
- Proactively coordinate with Branches and relevant Head Office departments to identify root causes and provide approriate solution to customer.
- Follow up on pending cases and ensure complains are resolved within the defined SLA.
- Communicate professionally and empathetically with customers to understand their concerns and ensure timely feedback.
- Promptly escalate complex complain to the higher level for further investigate and resolution.
- Track and report complaint trends, recurring issues, customer feedback to improve banking service quality and the customer experience.
- Ensure all complaint handling process complies with the Bank's policies, procedures, and operational standards.
- Perform other tasks as assigned by the Line Manager and within HCC scope of work.
Yêu cầu ứng viên
- Working Experience: From 2+ year of experience in Contact Center, Complaint Handling, Banking or customer service environment.
- Good problem-solving skill, identify appropriate solutions, coordinate with relevant stakeholders, and drive cases to final resolution.
- Strong communication and interpersonal skills to effectively work with customers, Branches, and internal departments.
- High sense of responsibility, proactive follow-up and strong commitment to completing assignments.
- Ability to manage multiple cases and prioritize work effectively while meeting SLA requirements.
- Proactive, accountable, detail-oriented, confident, productivity.
Thông tin tham khảo
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- Nguồn tin
- Nguồn: CareerViet · đăng 08/10/2026