Senior Officer, Contact Center Full-time Job

Job Introduction

Supervise the call center team and ensure they deliver the high standard of service to customers to make sure the customer satisfaction.

Job Description

• 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

Job Requirements

• 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.

Amret, a leading Cambodian microfinance institution, contributes to the country’s economic and social development. We have 151 branches located in 25 cities and provinces across Cambodia, and employ around 4,000 staff.
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.