ประสบการณ์:

1 ปีขึ้นไป

ทักษะ:

Vietnamese

ประเภทงาน:

งานประจำ

• Provide professional and timely support through chat, email, phone, and social media channels.
• Assist customers with account registration, KYC verification, international money transfers, foreign exchange (FX) rates, transaction inquiries, and platform usage.
• Deliver high-quality customer service to enhance customer satisfaction, loyalty, and retention.
• Monitor service quality and recommend improvements to communication templates, FAQs, and chatbot responses.
• KYC & Compliance Operations.
• Review, verify, and approve customer KYC/CDD documentation in accordance with company policies and regulatory requirements.
• Ensure customer records are accurate, complete, and compliant with AML/CFT regulations.
• Process customer profile updates, account modifications, and account closure requests.
• Sales & Business Growth.
• Promote company products, services, referral programs, and marketing campaigns to prospective and existing customers.
• Encourage customer registrations, KYC completion, account activation, and successful transaction execution.
• Identify customer needs and recommend suitable solutions to increase engagement, conversion, and transaction volume.
• Support customer acquisition and retention initiatives to achieve business growth targets.
• Customer Relationship Management.
• Build and maintain strong customer relationships through proactive communication and follow-up.
• Analyze customer behavior and transaction trends to provide personalized support and recommendations.
• Support customer retention and reactivation programs to increase repeat transactions and customer lifetime value.
• Complaint Resolution & Issue Management.
• Handle customer complaints professionally and efficiently to ensure timely resolution.
• Coordinate with internal teams to investigate and resolve customer issues within established service levels.
• Act as a liaison between customers and relevant departments to ensure a positive customer experience.
• Reporting & Process Improvement.
• Prepare daily, weekly, and monthly reports on customer service performance, operational trends, and campaign effectiveness.
• Collect and analyze customer feedback to identify service improvement opportunities.
• Recommend and implement process enhancements to improve operational efficiency and customer satisfaction.
• Compliance & Data Protection.
• Maintain strict confidentiality of customer information and comply with PDPA, data privacy, and security requirements.
• Ensure all activities adhere to internal policies, regulatory standards, and compliance guidelines.
• Marketing & Brand Promotion.
• Represent the company at exhibitions, roadshows, seminars, and promotional events to enhance brand awareness and customer acquisition.
• Support event operations and customer engagement activities during campaigns and marketing initiatives.
• Assist in creating marketing content, including photos, videos, and promotional materials on an occasional basis.
• Collaborate with the Marketing team to execute campaigns and gather customer feedback for service and product improvement.
• Additional.
• Participate in special projects and perform other duties assigned by management to support organizational objectives.
• Bachelor's degree or higher in Finance, Economics, Business Administration, or a related field.
• Experience: 1-2 years of experience in Customer Support or Customer Service. Experience in FinTech, Banking, Money Transfer, or Financial Services will be highly advantageous.
• Industry Expertise: Strong understanding of international money transfers, foreign exchange (FX), KYC/CDD, and online financial transaction regulations.
• Customer Service Mindset: Strong service-oriented mindset with high emotional maturity and the ability to make sound decisions under pressure.
• Key Skills: Highly detail-oriented with excellent attention to accuracy. Able to communicate professionally and appropriately, demonstrate empathy, understand customer concerns thoroughly, and resolve issues effectively within established policies and procedures.
• Attitude: Demonstrates a strong Can-Do attitude, embraces challenges, adapts quickly, and remains flexible in a fast-changing work environment.
• Communication Skills: Excellent negotiation and communication skills, with the ability to de-escalate challenging situations and turn difficult customer interactions into positive experiences.
• Language Skills: Fluency in Vietnamese and Thai, with strong proficiency in both written and spoken communication (required).
• Digital Skills: Proficient in Google Workspace and Customer Relationship Management (CRM) systems.
• Social Security.
• Various leave entitlements as mandated by law.
• Bonus (based on company performance).
• Annual outings both domestic and international (based on company performance).
• Free snacks and beverages.
• Recreational activities for special occasions and events.
• Work Hours: Availability to work on Saturdays and Sundays (5-day workweek).
• We operate 5 days a week with 2 days of remote work (WFH) each week.