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Logo of Phnom Penh Post newspaper Phnom Penh Post - Customer Support Manager

JOB DESCRIPTION

 

POSITION/TITLE: Customer Support Manager
REPORTS TO: Senior Operations Manager
SUPERVISE: Customer support team
LOCATION: Phnom Penh, Cambodia

 

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

 

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♦ Monitor Hit Rate, Late upload, No Enquiry, Outdated Account, Duplicate Account..ect.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 ;
 

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