{"id":19928,"date":"2025-02-24T15:29:28","date_gmt":"2025-02-24T08:29:28","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19928"},"modified":"2025-02-24T16:01:30","modified_gmt":"2025-02-24T09:01:30","slug":"tieu-chi-tuyen-dung-nhan-vien-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/tieu-chi-tuyen-dung-nhan-vien-cham-soc-khach-hang\/","title":{"rendered":"Customer service representative profile and recruitment criteria"},"content":{"rendered":"<p>Ngo\u00e0i k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CSKH) ph\u1ea3i l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u1ef1c s\u1ef1 hi\u1ec3u v\u00e0 y\u00eau c\u00f4ng vi\u1ec7c c\u1ee7a m\u00ecnh. V\u1eady ch\u00e2n dung c\u1ee7a m\u1ed9t nh\u00e2n vi\u00ean CSKH l\u00fd t\u01b0\u1edfng l\u00e0 g\u00ec? V\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 tuy\u1ec3n \u0111\u01b0\u1ee3c nh\u1eefng c\u00e1 nh\u00e2n xu\u1ea5t s\u1eafc? H\u00e3y c\u00f9ng Bellsystem24 Vi\u1ec7t Nam kh\u00e1m ph\u00e1.<\/p>\n<h2>Ch\u00e2n dung nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00fd t\u01b0\u1edfng<\/h2>\n<p>Nh\u00e2n vi\u00ean CSKH chuy\u00ean nghi\u1ec7p c\u1ea7n c\u00f3 nh\u1eefng k\u1ef9 n\u0103ng\/t\u1ed1 ch\u1ea5t sau \u0111\u00e2y.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-19932 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_ChanDungCSKH.jpg\" alt=\"ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 nh\u00e2n vi\u00ean cskh\" width=\"1200\" height=\"525\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_ChanDungCSKH.jpg 1200w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_ChanDungCSKH-300x131.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_ChanDungCSKH-1024x448.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_ChanDungCSKH-768x336.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_ChanDungCSKH-18x8.jpg 18w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p style=\"text-align: center;\"><em>Customer service representatives<\/em><\/p>\n<h2>\u00a01. T\u1ed1 ch\u1ea5t c\u1ea3m x\u00fac v\u00e0 t\u00ednh c\u00e1ch<\/h2>\n<ul>\n<li aria-level=\"1\"><strong>Patience (Ki\u00ean nh\u1eabn):<\/strong> \u0110\u1eb7c \u0111i\u1ec3m c\u1ea7n thi\u1ebft \u0111\u1ec3 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/nhan-dien-phuong-phap-giai-quyet-voi-6-nhom-khach-hang-kho-tinh\/\">\u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh<\/a><\/span> ho\u1eb7c c\u00e1c t\u00ecnh hu\u1ed1ng \u0111\u00f2i h\u1ecfi th\u1eddi gian gi\u1ea3i quy\u1ebft l\u00e2u d\u00e0i.<\/li>\n<li aria-level=\"1\"><strong>Empathy (\u0110\u1ed3ng c\u1ea3m v\u00e0 th\u1ea5u hi\u1ec3u):<\/strong> Kh\u1ea3 n\u0103ng \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed kh\u00e1ch h\u00e0ng, gi\u00fap nh\u00e2n vi\u00ean th\u1ef1c s\u1ef1 hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 c\u1ea3m x\u00fac c\u1ee7a h\u1ecd.<\/li>\n<li aria-level=\"1\"><strong>Emotional intelligence (Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac):<\/strong> T\u1ed1 ch\u1ea5t nh\u1eadn bi\u1ebft, \u0111i\u1ec1u ch\u1ec9nh c\u1ea3m x\u00fac c\u00e1 nh\u00e2n v\u00e0 x\u1eed l\u00fd t\u1ed1t c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Positive attitude (Th\u00e1i \u0111\u1ed9 t\u00edch c\u1ef1c):<\/strong> T\u00ednh c\u00e1ch mang l\u1ea1i n\u0103ng l\u01b0\u1ee3ng t\u00edch c\u1ef1c, gi\u00fap t\u1ea1o \u1ea5n t\u01b0\u1ee3ng t\u1ed1t v\u00e0 l\u00e0m d\u1ecbu t\u00ecnh hu\u1ed1ng c\u0103ng th\u1eb3ng.<\/li>\n<li aria-level=\"1\"><strong>Friendliness (Th\u00e2n thi\u1ec7n):<\/strong> T\u1ea1o s\u1ef1 g\u1ea7n g\u0169i, thi\u1ec7n c\u1ea3m t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng, g\u00f3p ph\u1ea7n x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i.<\/li>\n<li aria-level=\"1\"><strong>Self control (T\u1ef1 ki\u1ec3m so\u00e1t):<\/strong> Gi\u1eef \u0111\u01b0\u1ee3c s\u1ef1 b\u00ecnh t\u0129nh v\u00e0 chuy\u00ean nghi\u1ec7p trong m\u1ecdi t\u00ecnh hu\u1ed1ng, d\u00f9 l\u00e0 c\u0103ng th\u1eb3ng hay \u00e1p l\u1ef1c cao.<\/li>\n<\/ul>\n<h2>2. K\u1ef9 n\u0103ng t\u01b0 duy v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1<\/h2>\n<ul>\n<li aria-level=\"1\"><strong>Problem solving (K\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1):<\/strong> T\u1ed1 ch\u1ea5t t\u01b0 duy logic v\u00e0 s\u00e1ng t\u1ea1o, gi\u00fap ph\u00e2n t\u00edch t\u00ecnh hu\u1ed1ng v\u00e0 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3.<\/li>\n<li aria-level=\"1\"><strong>Creativity (S\u00e1ng t\u1ea1o): <\/strong>Kh\u1ea3 n\u0103ng t\u00ecm ra c\u00e1ch ti\u1ebfp c\u1eadn m\u1edbi m\u1ebb \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p ho\u1eb7c<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\"> n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/span>.<\/li>\n<li aria-level=\"1\"><strong>Service mindset (T\u01b0 duy d\u1ecbch v\u1ee5):<\/strong> \u0110\u1eb7t l\u1ee3i \u00edch v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, lu\u00f4n h\u01b0\u1edbng \u0111\u1ebfn gi\u00e1 tr\u1ecb m\u00e0 m\u00ecnh mang l\u1ea1i.<\/li>\n<li aria-level=\"1\"><strong>Adaptability (Linh ho\u1ea1t th\u00edch \u1ee9ng):<\/strong> T\u1ed1 ch\u1ea5t nhanh nh\u1ea1y, s\u1eb5n s\u00e0ng thay \u0111\u1ed5i v\u00e0 \u0111\u00e1p \u1ee9ng c\u00e1c y\u00eau c\u1ea7u kh\u00f4ng d\u1ef1 \u0111o\u00e1n tr\u01b0\u1edbc.<\/li>\n<li aria-level=\"1\"><strong>Multitasking (L\u00e0m vi\u1ec7c \u0111a nhi\u1ec7m):<\/strong> Kh\u1ea3 n\u0103ng x\u1eed l\u00fd nhi\u1ec1u nhi\u1ec7m v\u1ee5 \u0111\u1ed3ng th\u1eddi m\u00e0 v\u1eabn duy tr\u00ec ch\u1ea5t l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c.<\/li>\n<li aria-level=\"1\"><strong>Time management (Qu\u1ea3n l\u00fd th\u1eddi gian):<\/strong> T\u1ed1 ch\u1ea5t t\u1ed5 ch\u1ee9c v\u00e0 \u01b0u ti\u00ean c\u00f4ng vi\u1ec7c \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u00fang th\u1eddi h\u1ea1n m\u00e0 kh\u00f4ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng.<\/li>\n<\/ul>\n<h2>3. K\u1ef9 n\u0103ng giao ti\u1ebfp v\u00e0 k\u1ebft n\u1ed1i<\/h2>\n<ul>\n<li aria-level=\"1\"><strong>Clear communication skills (K\u1ef9 n\u0103ng giao ti\u1ebfp r\u00f5 r\u00e0ng):<\/strong> Kh\u1ea3 n\u0103ng truy\u1ec1n \u0111\u1ea1t \u00fd t\u01b0\u1edfng m\u1ed9t c\u00e1ch d\u1ec5 hi\u1ec3u, ch\u00ednh x\u00e1c, gi\u00fap kh\u00e1ch h\u00e0ng n\u1eafm b\u1eaft nhanh th\u00f4ng tin.<\/li>\n<li aria-level=\"1\"><strong>Active listening (K\u1ef9 n\u0103ng l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng):<\/strong> T\u1ed1 ch\u1ea5t t\u1eadp trung v\u00e0o nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng n\u00f3i, kh\u00f4ng ng\u1eaft l\u1eddi, \u0111\u1ec3 hi\u1ec3u \u0111\u00fang \u00fd v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/li>\n<\/ul>\n<h2>4. Ki\u1ebfn th\u1ee9c v\u00e0 t\u01b0 duy d\u1ecbch v\u1ee5<\/h2>\n<ul>\n<li aria-level=\"1\"><strong>Product knowledge (Am hi\u1ec3u s\u1ea3n ph\u1ea9m):<\/strong> Ki\u1ebfn th\u1ee9c chuy\u00ean s\u00e2u v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 gi\u00fap t\u01b0 v\u1ea5n chuy\u00ean nghi\u1ec7p v\u00e0 t\u1ea1o s\u1ef1 tin c\u1eady.<\/li>\n<li aria-level=\"1\"><strong>Knowledge (C\u00e1c ki\u1ebfn th\u1ee9c b\u1ed5 tr\u1ee3):<\/strong> Nh\u1eefng hi\u1ec3u bi\u1ebft b\u00ean ngo\u00e0i c\u00f4ng vi\u1ec7c nh\u01b0 t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng, v\u0103n h\u00f3a, ho\u1eb7c xu h\u01b0\u1edbng ng\u00e0nh.<\/li>\n<\/ul>\n<blockquote><p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/the-skills-to-become-an-outstanding-customer-service-representative\/\">C\u1ea9m nang \u0111\u1ec3 tr\u1edf th\u00e0nh nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc<\/a><\/span><\/p><\/blockquote>\n<h2>M\u1ed9t s\u1ed1 ph\u1ea9m ch\u1ea5t c\u1ea7n t\u00ecm ki\u1ebfm khi tuy\u1ec3n d\u1ee5ng<\/h2>\n<ul>\n<li aria-level=\"1\"><strong>T\u01b0 duy t\u00edch c\u1ef1c<\/strong><\/li>\n<li aria-level=\"1\"><strong>Ch\u1ee7 \u0111\u1ed9ng: <\/strong>Kh\u00f4ng ch\u1edd kh\u00e1ch h\u00e0ng ph\u1ea3i h\u1ecfi nhi\u1ec1u, h\u1ecd s\u1eb5n s\u00e0ng cung c\u1ea5p gi\u1ea3i ph\u00e1p.<\/li>\n<li aria-level=\"1\"><strong>T\u1eadn t\u00e2m: <\/strong>Lu\u00f4n l\u00e0m nhi\u1ec1u h\u01a1n nh\u1eefng g\u00ec \u0111\u01b0\u1ee3c mong \u0111\u1ee3i.<\/li>\n<li aria-level=\"1\"><strong>Th\u00edch nghi:<\/strong> D\u1ec5 d\u00e0ng \u0111i\u1ec1u ch\u1ec9nh phong c\u00e1ch giao ti\u1ebfp theo t\u1eebng t\u00ecnh hu\u1ed1ng v\u00e0 c\u00e1 t\u00ednh kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p>Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 \u201cb\u1ed9 m\u1eb7t\u201d c\u1ee7a doanh nghi\u1ec7p. M\u1ed9t \u0111\u1ed9i ng\u0169 CSKH xu\u1ea5t s\u1eafc kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 cho kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n t\u1ea1o d\u1ef1ng l\u00f2ng tin v\u00e0 t\u00ecnh c\u1ea3m b\u1ec1n v\u1eefng. Vi\u1ec7c x\u00e2y d\u1ef1ng ch\u00e2n dung v\u00e0 ti\u00eau ch\u00ed tuy\u1ec3n d\u1ee5ng \u0111\u00fang ngay t\u1eeb \u0111\u1ea7u s\u1ebd gi\u00fap b\u1ea1n s\u1edf h\u1eefu nh\u1eefng ng\u01b0\u1eddi \u0111\u1ed3ng h\u00e0nh tuy\u1ec7t v\u1eddi trong h\u00e0nh tr\u00ecnh chinh ph\u1ee5c kh\u00e1ch h\u00e0ng.<\/p>\n<p>\u0110\u1eebng qu\u00ean r\u1eb1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 c\u00f4ng vi\u1ec7c nh\u1ea5t th\u1eddi, m\u00e0 l\u00e0 m\u1ed9t h\u00e0nh tr\u00ecnh d\u00e0i h\u1ea1n \u0111\u00f2i h\u1ecfi s\u1ef1 t\u1eadn t\u00e2m, s\u00e1ng t\u1ea1o v\u00e0 lu\u00f4n \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n<p><strong>Bellsystem24 Vi\u1ec7t Nam &#8211; \u0110\u01a1n v\u1ecb Contact center v\u00e0 BPO s\u1ed1 1 Vi\u1ec7t Nam<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Ngo\u00e0i k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CSKH) ph\u1ea3i l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u1ef1c s\u1ef1 hi\u1ec3u v\u00e0 [&hellip;]<\/p>","protected":false},"author":13,"featured_media":19932,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-19928","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ch\u00e2n dung nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 ti\u00eau ch\u00ed tuy\u1ec3n d\u1ee5ng - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Ngo\u00e0i k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ea3i l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u1ef1c s\u1ef1 hi\u1ec3u v\u00e0 y\u00eau c\u00f4ng vi\u1ec7c. V\u1eady ch\u00e2n dung nh\u00e2n vi\u00ean CSKH l\u00fd t\u01b0\u1edfng l\u00e0 g\u00ec? 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