Senior Officer, Customer Services

Duties & ResponsibilitiesProvide on-going training, coaching and refreshment to fully control and encourage staff to deliver a high standard of customer service and professional grooming.Conduct branch evaluation on service standard rating to identify area for improvement in order to ensure all branches office staff provide the good customer experience in term of physical and emotional experienceEnsure all branches provide outstanding and consistent advice and service that will make our customers come back by using 4G Superior Service at all times:Grooming ProfessionallyGreeting ImpressivelyGreat ServiceCoaching, follow up and support branch to improve on customer service if neededEnsure sharing of “best practices” ideas – share with the branches what works best in meeting our customers’ needs and exceeding their expectation;Improve time to time on customer service to complete to competitors.Effectively manage the customer Complaint through: Receiving Inbound Calls, Direct to staff, Suggestion Box, Email (customer feedback)Ensure customer’s complaints and/or feedback are effectively recorded and communicated to the complaint resolution committee and professionally provide response to customers. Investigate and solve customer’s problems, which may be complex or long-standing problems that have been passed on by branch teller or involved partiesManage queue management and ensure branch will serve customer as per standard service turn-around time.Onsite coaching, training to relevant branch in order to improve on service turn-around time.Perform other tasks as assigned by management. Set-up annual and long-term strategic and budget plan for customer services department.Effectively manage to provide proper and correct response to internal staff inquiries via staff support center channelSupport Call Survey and Call pre-matured term deposit / change phone number projectsProvides timely report feedback to senior management regarding to branch evaluation and complaint solving.Monthly report for QMSIdentify annual training courses related to customer service for branch staff.Strengthen the capacity of branch staff on customer service and complaint handling through continuous on-the-job training, assessment, coaching, etc.Work with staff to set personal and professional targets and work towards continuously improving the status to achieve those targets.Requirement CompetenciesMinimum of 2 years experiences in banking or Microfinance operation, preferable in service quality unitMinimum of 2 years experiences in a management position especially on customer services and hospitality aspectMature knowledge of bank or Microfinance operations including best practices and standards operating procedures,Mature knowledge of Customer services, Customer Experience or Hospitality,Excellent computer skill-Word processing, spreadsheet, internet and emailExcellent written and oral communication skills in both Khmer and English,Possess effective training and coaching skills and sense of customer services or customer experience.Ability to analyst, write reports and business correspondence,Ability to pay strict attention to detail and be thorough in the completion of job dutiesExcellent customer-orientedExcellent in problem solving, observation and analysis skills.Able to conduct training and coachingAbility to work under pressure, independently and highly self-motivatedBenefit PackagesWe offer competitive remuneration package and opportunity for career and personal development.How to ApplyApply: job@wooribank.com.khPhone: 087 666 870Head Office Address: Building #398, Preah Monivong Blvd, Sangkat Boeung Keng Kang I, Boeung Keng Kang, Phnom Penh.ShareFacebook Twitter LinkedIn