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Department : Operations & Technology

Location      : Ho Chi Minh City

Report to    : Head of Customer Service

Number Subordinates : N/A

Job Summary

To manage Customer Care (CC) Team to make sure providing an efficient and high quality service to customer to satisfy customers‘ needs, maintain customer’s loyalty, change the customer’s repayment behavior and ensure quality of work by leading CC Team to achieve assigned KPIs

Periodic review, update, develop all related processes, manuals, workflows and regular and ad-hoc reports


Key Accountabilities


  1. Key Accountabilities

 Performance measures

Initiate/create ideas/initiatives to contribute for the improvement of company’s bounce rate

Follow assigned KPIs

Managing CC Team’s daily operations, significant customer complaint handling, operational planning, recruitment, training, reporting;


Follow assigned KPIs

Responsible for productivity and quality of CC Team as well as staff performance;


Follow assigned KPIs

Training responsibilities:

-          Responsible for planning both required technical (workflow, professional) training and soft skills training for staff;

-          Conduct CC’s skills training and quality improvement training/ sharing session to other departments, if required;


Follow Quality Assurance’s results

Coordinating activities with other departments in the company:

-          Coordinating with other related departments to handle complicated cases including preparing response letters, face to face meeting with customer/media, if required

-          Coordinating with relevant departments to implement quality projects to improve business processes and services;


Follow assigned KPIs

Responsible for preparing and follow up all relevant analysis & statistic reports

Follow assigned timelines

Job Specification / Possible Profile

1. Education Background : University graduate, preferably in Business Administration; Banking/Finance; Customer Care or Customer Service

2. Minimum Experience :At least 3 years of experience in managing large group of people in Customer Service or Customer in services industries


3. Minimum Qualifications (Knowledge , Skill, Abilities)

− Basic knowledge :Customer service, finance, banking knowledge preferred             

− Competencies : Strong leadership, teamwork spirit and excellent management skill are required

− Computer skill : Proficient in MS Office (Word, Excel, Power Point), Email, Internet

− Languages capability : Good command of spoken and written English and Vietnamese


− Proven experience in managing a Customer Care Team is an advantage

− Negotiation, writing, decision making, problem solving, planning & presentation skill are required

− Having pleasant attitude with excellent interpersonal skills

− Professional & brilliant appearance

4. Others:

− The job holder is responsible to get deep understanding and fully comply with (1) Corporate Integrity Policies (including: policies of Conflict of Interest, Anti-Fraud, Anti-Bribery & Corruption (Gift &Entertainment register), (2) Anti-Money Laundering Policy & Countering Terrorism Financing; (3) and regulation on your roles and responsibilities in operational manual.

− The job holder is responsible for reporting suspected incidents of fraud.

− This job description is reviewed on annually basis and subject to change upon business requirement.


How to apply

If interested, please send your CV to Recruitment team at

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