Contact Center Unit Manager Full-time Job

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. Currently, LOLC serves more than 232,000 clients with loans outstanding of more than 450 million USD.

To support the rapid growth of our operations, LOLC is recruiting (01) Contact Center Unit Manager based in the Head Office.

POSITION: Contact Center Unit Manager (1 positions)

LOCATION: Head Office (Phnom Penh,1 positions)

Duties and Responsibilities:

	Develop and manage the contact center manuals and procedures, complaint resolution policy manuals.
	Assist Head of Marketing in identifying trends and establish the contact center goals.
	Conduct the training, coaching, and leading contact center officer as they provide supports for customers.
	Ensure the contact 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 concern departments and/or branches to make sure all complaints are well resolved on time.
	Keep tracking daily, weekly monthly and yearly complaint reports with a review from HMKD to improve service level.

Qualification 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 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.
	Good understanding in computer skills.
	Honest and excellent character with high commitment to work with and help poor people or willing to travel to provinces.

Remuneration:

LOLC offers competitive remuneration to employees such as Khmer New Year Bonus, Pchum Ben Bonus, year-end bonus, annual salary increase, medical allowance, personal accident insurance, training and career development opportunities, and a good working environment that are fully compliant with Cambodia Labor Law.

How to apply:

Interested candidates should submit a CV, Cover Letter, and recent passport photograph, clearly mentioning the position and location applied for, to any nearby LOLC office or to the Human Resources Department at #666B, street 271, Sangkat Phsar Daeum Thkov, Khan Chamkarmon, Phnom Penh or email to recruitment@lolc.com.kh by July 19, 2019 For further information, please visit: www.lolc.com.kh.

Applicants submitted via email should follow the below guideline:

1. Email subject must be: Applying for (position title) (Ex: Applying for Credit Officer);

2. CV & Cover letter must be combined in one PDF or MS Word file and not exceed 5MB; and

3. Supporting documents are not required.

Only shortlisted candidates will be contacted. Submitted applications will not be returned.

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. LOLC is owned by three shareholders, namely LOLC Micro Investment, Developing World Markets (DWM) and TPC ESOP. Currently, LOLC serves more than 206,904 clients with loans outstanding of more than 216 million USD.