LOLC (CAMBODIA) Plc. is one of the top licensed microfinance
institutions in Cambodia with a social vision and a business orientation
that provides entrepreneurs and families at the base of the
socio-economic pyramid with economic opportunities to transform the
quality of their lives and their communities through the provision of
effective and sustainable client-empowering financial
services. To support the rapid growth of our operations, LOLC is recruiting the
following position:
Call Center Unit Manager
Main Responsibilities:
- Develop and manage the call center, and complaint resolution policy, procedure, and manuals;
- Assist to identify trends and establish the call center goals.
- Conduct the training, coaching, and leading call center officer as they provide supports for customers.
- Ensure the call center team is achieving desired service levels and taking corrective actions as needed.
- Prepare reports and analyze the call center data to improve processes, ensure resources are properly allocated, and maximized efficiency and customer satisfaction.
- Keep tracking inquiry and complaint report accurately.
- Follow up with concerned departments and/or branches to make sure all complaints are well resolved on time.
- Conduct the cross-selling products/services followed by requests from the business department.
- Measure the satisfaction levels of customers on the customer service provided through the telephone.
- Closely work with relevant departments/branches to resolve the disputed cases via all the channels such as LOLC Mobile, iCard, Fund Transfer, and Mobile Payments.
- Keep tracking daily, weekly monthly and yearly complaint reports with a review from Head of Marketing to improve service level.
- Perform other tasks assigned by management.
Qualifications and Requirements:
- BBA in marketing, business communication, public relation, English literacy, or equivalent.
- At least 2 year-experiences in customer services and help desk capacity required.
- Experience or knowledge of microfinance and the banking industry is preferable. Very good business communication skills in both Khmer and English.
- Self-motivated person with excellent interpersonal and selling skills.
- Good relationship with the public and ability to work under pressure.
- Good at problem-solving and complaint management skills.
How to Apply For:
Please submit your Cover Letter, CV and relevant documents to any
branches nearby your locations or head office of LOLC (Cambodia)
Plc. or via email: [email protected]
096 4211 999/087 400 277
LOLC (Cambodia) Plc. has been serving Cambodian public and society for over 30 years, and has been recognized by both local and international financial authorities. Our products and services are committed to improving the livelihood of Cambodian customers.
#666B, Street 271, Kbal Tumnub Muoy Village, Sangkat Boeng Tumpun 2, Khan Mean Chey, Phnom Penh, Cambodia.
 023 991 991 |
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