Head, Customer Services

• Develop customer service and customer relationship guideline, and standards to promote customer value that could lead to customer loyalty and business sustainability.
• Ensure customer’s complaints and/or feedbacks are effectively recorded and communicated to the complaint resolution committee and professionally provide response to customers.
• Initiate the scheme to promote and/or motivate the branch level to achieve higher customer service satisfaction.
• Provide on-going training and promote staff to deliver a high standard of customer service.
• Provide help and advice to customers using WBC products or services.
• Investigate and solve customer’s problems, which may be complex or long-standing problems.
• Manage on branch evaluation about customer service to identify area for improvement in order to ensure all branches office staff provide the good customer experience in term of physical and emotional experience.
• Manage queue management and ensure branch will serve customer as per service standard.
• Develop feedback, dispute or complaints procedures.
• Develop/refine process of tele-calling for loan recovery which is the key to generating good habits and payment culture amongst clients. It can be also seen as the business activities whose primary objective is to generate return and convert losses to income.
• Manage customer complaint management through call center, suggestion box, and direct to staff.

• Minimum of 5 years experiences in bank or Microfinance operation.
• Minimum of 3 years experiences in a management position especially on customer services and Call Center aspect.
• Expert knowledge of bank or Microfinance operations including best practices and standards operating procedures,
• Expert knowledge of Customer services and Call Center,
• Excellent computer Skill-Word processing, spreadsheet, internet and email
• Excellent written and oral communication skills in both Khmer and English,
• Possess effective selling skills and sense of customer services,

We offer competitive remuneration package and opportunity for career and personal development.

Apply: job@app2.big8.devPhone: 087 666 870Head Office Address: Building #398, Preah Monivong Blvd, Sangkat Boeung Keng Kang I, Boeung Keng Kang, Phnom Penh.