KEY RESPONSIBILITIES

• Monitor/ Observe customer service activities nationwide including Customer Service team and Call center team and report to direct Manager monthly.
• Simplify process, procedures to enhance service quality to bring the best customer experience.
• Review all of current procedures and update accordingly to be in line with HSC’s strategy.
• Improve quality services of Call center.
• Re-organize Customer Service team member accordingly per the period of time.
• Communicate to clients directly to solve out their enquiry, complaints once the issues escalated.
• Provide the best quality services of HSC to enhance customer experience. 
• Receive Customer’s feedback to improve our quality services.
• Work with relevant departments to build up new products (if any).
• Other task (if any) per direct Manager’s assignment.

JOB REQUIREMENTS

• Bachelor Degree in Business Administration, Marketing…
• Experience in Securities, Finance, Banking at least in 7 years
• Experience in people management, managing a team and attracting and growing talent
• Strategic and a visionary
• General management experience in a multinational corporation or Operations/Customer Service Functions
• Understanding of the relevant operational processes/ systems and process improvement and quality control
• Understanding the trend of technology and its application for the best operations efficiency and customer experience
• Digitalization, innovative, transformative and commercial mindset and customer centricity is a plus
• Fluent in English
• Good at communication and resolve issues
• Team work
• Encourage, motivate the team.