Job PurposeLocation: Ha Noi, Vietnam'Serve as a subject-matter expert in Call Center and CRM operations, supporting day-to-day service delivery, optimizing performance, enhancing customer experience (CX), and contributing to strategic initiatives related to Contact Center, CRM, and Customer Care Programs.Key Accountabilities (1)1. Call Center Operations- Oversee daily Contact Center operations, ensuring compliance with SLA, internal procedures, and service standards.- Monitor call quality (QA) and propose initiatives to improve customer experience.- Collaborate with Call Center vendors to optimize productivity, service quality, and operational cost.- Develop and update call scripts (welcome calls, care calls, reminders…), call-handling processes, and related guidelines.- Manage dashboards, validate operational data, and prepare periodic and ad-hoc reports for management.Key Accountabilities (2)2. CRM Management- Operate and administer the CRM system: workflow creation, customer assignment, campaign monitoring, and ticket tracking.- Analyze customer data and generate insights to enhance Customer Service effectiveness.- Participate in designing and improving CRM features supporting Customer Service (email, Zalo, SMS integration, automation, etc.).- Conduct UAT and collaborate with IT and vendors to deliver new CRM enhancements.- Develop, review, and update SOPs related to Call Center, CRM, and Customer Service operations.- Propose customer journey improvement initiatives across touchpoints.Key Accountabilities (3)3. Reporting & Analytics and internal training:- Build and operate periodic reports: SLA, TAT, call performance, CRM pipeline, customer insights, etc.- Monitor KPIs related to Call Center and CRM to support decision-making.- Prepare analysis and reports evaluating the performance of Customer Care campaigns.- Training & Internal Support: Conduct onboarding training and refresher training for CS staff, Sales channels, and relevant departments. and provide expert guidance to internal teams on Call Center, CRM, and customer experience matters.Key Relationships - Direct ManagerSenior Manager, Customer ServicesKey Relationships - Direct ReportsKey Relationships - External StakeholdersInsurance Agents / Financial Consultants, External Service ProvidersSuccess Profile - Qualification and Experiences'- Qualifications & ExperienceBachelor's degree in Economics, Business Administration, Information Technology, or a related field.Minimum 5-7 years of experience in Call Center, CRM, or Customer Service.Experience in life insurance, banking, or financial services is preferred.- Knowledge & SkillsStrong understanding of Contact Center operations, SLA, call quality management, and customer journey.Experience with CRM platforms (Salesforce, Microsoft Dynamics, Zoho, or equivalent).Proficient in Excel; familiarity with Power BI or SQL is an advantage.Excellent communication, analytical, and problem-solving skills.Customer-oriented mindset with high attention to detail and continuous improvement.Project management or SME experience is a plus.- English fluency at speaking and writing
