Customer Service Support Manager

Full Time Phnom Penh Posted 1 month ago

Customer Experiences

Job Responsibilities

  • Manage customer service support unit and run day to day functions as per plan.
  • Review, assess, design, simplify and drive continuous improvement of the service process, policy, SLA, protocol, and standards via Cross collaboration with various departments such as operations, commercial, product, customer service, Finance, Dispute and marketing to ensure compliance adherence and customer centric service delivery.
  • Act as a single point of contact from Customer experience to acquire, receive, manage, and distribute all relevant
  • information from whole Wing division and facilitate to distribute on time to the customer experience division
  • Review, design, roll out and manage customer service systems to ensure right and sufficient resources are in place and operating effectively to run day to day operations and meet business goals.
  • QA-Assessment for all service touch points of both traditional and digital to ensure high service quality is provided by frontline staffs through post call monitoring, spy call, mystery shopping, and side by side monitoring
  • Provide regular intelligence reports with comprehensive impact analysis and recommendations to enhance overall customer experience.
  • Conduct training need analysis (TNA), identify gap and/or further advancement, prepare training plan and execute training for the whole department.
  • Work with department head and line manager to calibrate monitoring processes and results
  • Research and recommend department head for implementation of new and modern customer service technology, service delivery method/approach and processes.
  • Interview, hire new employees and follow strong retention practice.

Job Requirements

  • Bachelor Degree in any fields
  • 5 years’ experience in Customer Service Support Management
  • Customer service Flat form
  • Business understanding about Fintech Ten, Financial bank system, Process and training