Reported successfully

1. Call Handling & Customer Support Delivery Handle inbound/outbound calls professionally and resolve customer inquiries within required standards. Provide clear guidance on platform usage, account support and common issue troubleshooting within approved procedures. Maintain polite, calm and customer-focused communication at all times.

2. Ticketing, Documentation & Follow-up Create and update tickets/cases accurately with clear notes, categorization and relevant evidence. Follow up on pending cases and provide timely customer updates per SOP and supervisor guidance. Maintain disciplined records for audit and performance management.

3. Compliance, Controls & Escalation Discipline Follow approved scripts, privacy requirements, verification steps and escalation thresholds. Escalate suspicious activity indicators, policy exceptions or system issues promptly to supervisors. Support investigations by capturing call details, timestamps and evidence when required.

4. Quality, Productivity & Adherence Meet performance targets (SLA, AHT, adherence, QA scores) and participate in coaching sessions. Apply feedback from quality reviews to improve communication and accuracy. Support continuous improvement by sharing common issues and proposing enhancements.

Education & Qualification:

• Bachelor’s degree is preferred; relevant experience may substitute.

Experience (Essential)

• 1–3 years of call center/contact center experience is preferred; strong communication skills are required.

•Strong Khmer communication skills; English is an advantage.

•Ability to work with contact center systems and follow scripts and SOPs accurately.

•Customer empathy, patience and ability to manage difficult calls professionally.

Experience (Highly Preferred)

• Experience in fintech/banking/telecom customer contact roles is an advantage.

•Experience using CRM/ticketing systems and meeting productivity targets is an advantage.

Skills & Competencies

• Clear communication, active listening and problem-solving skills.

•Strong attention to detail and documentation discipline.

•Ability to work under pressure and maintain professional service behaviour.

WORKING CONDITIONS

• Shift work may be required depending on customer service hours and coverage needs.

•Strict confidentiality and customer data privacy compliance is mandatory.