Career Title Assistant Manager, Customer Support

Location:Phnom Penh
Category:Operations
Type of Employment:Full Time
Published Date:March 21, 2022
Close Date:April 30, 2022
Hiring:1

Job Description

The job holder is responsible for Managing, Planning, Service Performance, Effective customer support, Taking Care of clients, focusing on Customer Experience, and assisting Customer Support Manager to perform his/her tasks, as required.

Job Requirements

RESPONSIBILITIES/ DUTIES:

  • Planning
    • Develop plan for improve service quality of Customer Support Team and Client Retention
    • Assist Senior Operations Manager for developing Strategy and budget plan
  • Implementation
    • Design and develop Policy, Procedure, Process Flow or SOP
    • Manage the Customer Support Team
    • Maintain and update member contact lists and member database
    • Build Customer Loyalty and stickiness
    • Visit client to understand the client’s need
    • Supervise and maintain Daily Monitoring Log system
    • Handle and resolve the customer inquiries and complaints
    • Identity any potential issue, provide appropriate responses and accurate information to the members
    • Being the main central contact point to/from members
    • Oversee all incoming and outgoing correspondent emails/phones to/from members
    • Ensure all inquiries, comments and complaints, and action taken are logged
    • Monitor Member Support Performance
    • Monitor Hit Rate, Late upload, No Enquiry, Outdated Account, Duplicate Account..ect.
    • Monitor customer requests/orders/changes/returns according to procedures and/or guidelines
    • Monitor new Financial Institution obtained license from NBC
    • Manage and maintain Create user/ change user request
    • Manage and review Sale Order for monthly billing process
    • Attending to all quires/requests submitting out of the office hour
    • Collaborate with Technical Business Analytic to get UAT successfully before PRD
    • Handle new member registration process
    • Monitor and work closely with government ministry to keep update any changes data that affect to CBC
    • Completing all necessary disclosures, inquiries, and verifications required by law
    • Responsible for organizing the Members Working Committee’s meetings in relation to venue and agenda preparations, minutes-takings, recordings of requests and/or comments, and provisions of all related administrative and secretarial supports
    • Manage and deliver project related to Tasks assigned
    • Work closely with others to solve the problem
  • Reporting
    • Consolidate daily and monthly tracking report
    • Prepare Issue monthly report for NBC Repot
    • Prepare Monthly Enquiry Check report
    • Prepare Quarterly Report and take action
    • Consolidate new questions provided by Customer Support Staff

REQUIRED SKILL AND EXPERIENCES:

  • Degree or relevant professional qualifications in Business, Finance or Management; or with relevant working experience in this area;
  • At least 3 years experiences in financial institutions;
  • Understand financial Institution landscape & regulations related to Credit Reporting;
  • Experience in Team Management;
  • Ability to think analytically;
  • Demonstrates the ability to be proactive & take the initiative to pay attention to detail
  • Good oral and written communication skills in English and the ability to interact effectively and collaboratively both internally and externally;
  • Strong interpersonal skill, self-motivated, and be a team player;
  • Honesty, reliability, and a commitment to strict confidentiality;
  • Ability to work under pressure with dateline;
  • Excellent knowledge of Ms. Office ;
 
 

 

Contact Information

Contact Person:Credit Bureau Cambodia
Phone:023 999 006 / 086 999 330
Email:employment@creditbureau.com.kh
Website:https://www.creditbureau.com.kh/
Address:Vattanac Capital (Level 9), #66 Preah Monivong Blvd, Phnom Penh