Director of Customer Service (Reopened) 8 views

Duties & Responsibilities

  • Reports to the Director of Operations and Risk;
  • Works with senior management including Director of Operations and Risk and Chief Commercial Officer to set up the Contact Center;
  • Manages Contact Center and back office customer service operations and leadership over day-to-day operations;
  • Regularly reviewing and settings objectives and KPIs of the Customer Service Department as a whole and for each team in particular;
  • Ensures the Contact Center is achieving the desired KPI & service levels, and taking corrective action as needed;
  • Identifies trends and main reason for complaints and communication with other teams to improve the product performance to reduce such complaints;
  • Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, managing, and disciplining employees;
  • Reviews and makes changes to headcount and shifts as necessary based on most efficient distribution of resources;
  • Strategies to improve the processes and efficiency of Contact Center and back-office customer operations;
  • Develop training module to build knowledge level;
  • Works to continuously improve the reporting Contact Center; analysing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction;
  • Taking on other tasks or projects to support the team and Contact Center operations.

Qualification & Requirements

  • Bachelor’s degree;
  • Proficiency in English and Khmer;
  • Strong coaching and leadership skills, ability to motivates employees;
  • 5+ years relevant experience in customer services, management, operations, and leadership;
  • Experience working in a Financial Institution (such as bank, MFI or wallet);
  • Ability to work autonomously and find solutions to problems;
  • A great match with our strong and value driven culture;
  • Highly accurate and detail orientated with experience working to a tight deadline;
  • Comfortable with highly dynamic and high uncertainty environments;
  • Excellent communication skills;
  • Ability to build consensus and relationships among managers, partners, and employees;
  • Tech-savvy, up to date and at ease with the latest online communication & productivity tools;
  • Understanding of financial management;

*** Perks of joining Clik:
1. Room to grow: our senior team is willing to lend guidance to help you improve your skill set as well as provide you with training resources; and as a start-up there will be plenty of opportunities for career progression.
2. Fun and dynamic work culture: we aim to hire people who fit well with our office culture, so you’ll be surrounded by like-minded people who believe in the mantra, “work hard, play hard”.
3. “Silicon Valley” style workplace: superb office, stimulating environment, access to new hardware and software to make your job easier and more efficient while working in collaborative teams.
4. Appealing bonus and benefits: extensive training, insurance, flexible holidays, cash bonus, phone bill, maternity/paternity leave and more – Clik believes in employee welfare.

*** Sound like the job for you?
– Send your CV and Cover letter to careers@clik.asia
– For other roles in our contact centre, please visit our website https://clik.asia.

More Information

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Company Information
  • Total Jobs 1 Jobs
  • Location Phnom Penh
  • Phone 088 88 98168 / 010 88 98 39
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