Senior Officer, Contact Center Full-time Job6 months ago - Microfinance Institution - Phnom Penh - 203 views
Supervise the call center team and ensure they deliver the high standard of service to customers to make sure the customer satisfaction.
Maintain and improve call center operations quality performance by conducting the monitoring, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades
Maintains equipment by evaluating and installing, developing preventive maintenance programs, calling for repairs, evaluating and implementing upgrades
Produce and submit accurate reports on daily weekly, monthly, quarterly and annually over various aspects of call-center performance in a timely manner to Manager, Customer Service
Track all the history of call volumes and forecast the future call volumes to meet anticipated demands
Supervise Call Center Team to ensure that they are able to deliver services to customers up to expectation
Coach and guide Call Center Team on new information updated over products, services, policies, procedures in order to respond the right answers to customers
Degree in Marketing or other related fields
Minimum 2 years of work experience in customer service or call center
Good communication, interpersonal and problem-solving skills and able to work under pressure
Good computer literacy
Good verbal and written communication skills in English.
Exciting job opportunities are open to Cambodian and international candidates. In 2017 we expect to fill around 300 vacancies, and are seeking motivated and enthusiastic people who are interested in a career at Amret. We welcome and encourage applicants from all backgrounds regardless of age, race, religion, culture or physical ability.