JOB OVERVIEW

This role is responsible for in handling customer calls, responding to inquiries on social media, managing customer complaints, and reporting on these activities. Contact Centre is responsible for providing accurate information, guiding customers through the bank’s services, and ensuring a high level of customer satisfaction.

▪ Answer incoming calls promptly and professionally.

▪ Provide accurate information to customers regarding their banking needs.

▪ Assist customers in navigating the bank’s services and products.

▪ Transfer calls to the appropriate department when necessary.

▪ Prepare reports on call center performance and customer feedback.

▪ Identify trends and insights from call data to improve customer service.

▪ Monitor the bank’s social media platforms for customer enquiries.

▪ Respond to customer enquiries via social media in a timely and accurate manner.

▪ Escalate complex issues to the relevant department for resolution.

▪ Receive and handle customer complaints empathetically and professionally.

▪ Resolve complaints where possible or escalate them to the relevant department.

▪ Follow up with customers to ensure their issues have been resolved satisfactorily.

▪ Outbound call for service or product promotion

▪ Online loan request monitoring and lead tracking

▪ Performing other related duties may be assigned by the Manager/HoD.

▪ Bachelor’s Degree with a major in Business, Finance or Banking or equivalent

▪ At least 1 year of experience in a customer service role, particularly in a call center

▪ Relevant experience in the banking or financial sector is an advantage

▪ Excellent verbal and written Khmer, English is a plus

SKILLS & ABILITIES

▪ Communication skills

▪ Problem-Solving skills to understand the customer’s issue and knowing how to navigate

▪ Computer Literacy in MS Word, Excel, and PowerPoint

▪ Familiarity with Call Center technology and software

▪ Knowledge of Social Media platforms is preferred

PERSONAL ATTRIBUTION

▪ Focus and goal-orientated

▪ Patience when handling complaints or explaining complex information.

▪ Empathy to help in building strong customer relationships.

▪ Resilience handle pressure and manages stress, as the role can be demanding.

▪ Attention to details for accurately documenting calls and handling customer information.

▪ Be high integrity, accountability, hardworking, and commitment.