Position: Senior Manager, Customer Services -- Amret Microfinance Institution

Job Title : Senior Manager, Customer Services
Job Location : Head Office
Expired Date: 28 August

Job Introduction

    To manage and lead the customer service team to address all feedback and complaints are responded on time with high quality of customer service standard. Candidate is also responsible to develop, improve and update customer service and product policies with effective communication plan to all staff before customer information is released.

Job Description

  • Develops and manages the implementation of customer experience policy and guideline to increase customer value that can build customer loyalty and business sustainability;
  • Initiates activities to promote and/or motivate branch staff to improve customer service satisfaction ratings;
  • Organizes surveys and collects current information about the service quality of other MFIs and companies to improve Amret’s customer service and satisfaction ratings;
  • Controls call center, complaints, channels, services standards and customer relationships by responding in professional and efficient manner to customers via user-friendly standard operation procedure and complaint management systems;
  • Leads, coaches and guides subordinate to improve and upgrade their capabilities in performing their jobs up to the expectations;
  • Provide ongoing coaching and practical experience to develop a high-performing team.

Job Requirements

  • Degree in Business Administration, Marketing, Management and other related fields;
  • Minimum 4 years of work experience in Marketing and customer service management with 2 years of work experience in project management and first level management;
  • Good communication, social and customer relation, problem solving as well as interpersonal skills;
  • Good management, analytical, critical and strategically thinking skills and able to work under pressure;
  • Good verbal and written communication both Khmer and English.
For more information, please contact our recruitment team:
Head Office    +855 (0) 12 635 150
Email:  jobs@amret.com.kh
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