[Da Nang] Customer Service Senior Specialist

RESPONSIBILITIES
- Instruct, train and develop employees and evaluate employees’ performance in the department.
- Assist Prudential partners in conducting daily business activities, measuring business efficiency, and providing business solutions.
- Responsible for the quality and competency of the operations activities at GA to meet all PVA’s measurement standards.
- Monitor the implementation of KPIs through GA channel in the province / city under management.
- Regularly visiting Prudential partners to provide timely support in terms of customer service including frequent meeting, training and guidance for GA staffs to ensure delivery of excellent services under PVA standards.
- Detect customer service issues, determine the cause of the problems and select the best solution to solve problem. Work with the Customer Service/ relevant departments to ensure successful deployment of the solutions.
- Coordinate with GAD, other departments and local authorities to assist in handling complaints, incidents / conflicts ... occurring at GA.
- Supporting communication activities with customers in the provinces / cities under management.
- Perform other tasks as assigned by managers.

REQUIREMENTS
1. Qualifications
- College or BA degree
2. Knowledge and skill
- Experience in Customer Service or Tourism and Hospitality industry and experience in handling complex customer service situations.
- Ability to handle complaints, calm down customers
- Good appearance, friendly smile.
- Coaching skill
- Have long – term career development goals.
3. Competencies
- Leadership Capability Model – Foundational level