Position: Customer Service Unit Manager -- LOLC

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 one (01) Customer Service Unit Manager to be based in Phnom Penh Head Office. 
 
POSITION: Customer Service Unit Manager (1 positions)
LOCATION: Head Office (Phnom Penh,1 positions)

Duties and Responsibilities:
  • Develop and update customer service manual and procedures.
  • Conduct branch visit regularly to follow up customer service implementation, conduct training, find areas which need to be improved and produce report for management.
  • Conduct branch visit to evaluate level of customer service implementation at branch, do the scoring and select best branch for the best customer service champion of the year.
  • Develop Standard Operating Procedure (SOP) for customer service staff, and monitoring its’ implementation regularly.
  • Manage, lead, and mentor a team of customer service staff at branch level to ensure accuracy and efficiency of their performance.
  • Act as a key trainer enhances with all customer service training for both new and existing staff.
  • Analyze key management information to see how well customers are being served.
  • Improve customer service experience, create engaged customers and facilitate the organic growth.
  • Meeting with other managers to discuss possible improvements to customer service.
  • Take the ownership of customer issues and follow problems through to resolution.
  • Lead or implement any of LOLC customer service campaigns as required from HMKD.
Qualification and Requirements:
  1. BBA in marketing, business communication, public relation, English literacy or equivalent.
  2. At least 2 years’ experience in customer services and help desk capacity required.
  3. Experience or knowledge of microfinance and banking industry is preferable.
  4. Very good business communication skills in both Khmer and English.
  5. Self-motivated person with excellent interpersonal and selling skills.
  6. Good relationship with the public and ability to work under pressure.
  7. Good at problem solving and complaint management skill.
  8. Good understanding in computer skill.
  9. 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 June 25, 2019

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.
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