Contact Center Consultant

Posted:04/07/2019 -Closing Date:05/08/2019

Job Description

This role is responsible for providing great customer experience by delivering excellent customer service and quality service standard for inbound, outbound calls, and message. 

Location

  • Head Office, Phnom Penh (10 posts).

Duties and Responsibilities

1. Inbound call

  • Respond customer’s call by following given standard script and customer service standard of ABA Bank.
  • Research required information using available resources (if assigned by Head of department).
  • Handle/ resolve customer complaints (if doable in your level) and/or Identify and escalate priority issues/complaints to the right person of the units which a complaint/issue raised to.
  • Complaint registration into system.
  • Perform your role and contact point from the client to follow up and close the complaint/issue.
  • Follow-up customer calls where necessary.
  • Provide customers with product and service information, terms and conditions if asked by the client.
  • Route calls to appropriate departments if a query/complaint is not manageable within your discretions.
  • Account, loan, and digital product referral to related teams.
  • Complete call logs and prepare call reports on the timely manner.

2. Inbound Message

  • Respond customer’s inquiry through writing channels such as Facebook, Live Chat, LinkedIn, and Email by following given standard script and customer service standard of ABA Bank.
  • Research information if it is assigned by line manager by using available resource.
  • Ensure that service level of Facebook, Live Chat, LinkedIn, and email are achieved.
  • Handle/ resolve customer complaints (if doable in your level) and/or Identify and escalate. priority issues/complaints to the right person of the units which a complaint/issue raised to.
  • Complaint registration into system.
  • Perform your role and contact point from the client to follow up and close the complaint/issue.
  • Follow-up customer calls where necessary.
  • Provide customers with product and service information, terms and conditions if asked by the client.
  • Account, loan, and digital product referral to related teams.

3. Outbound Calls

  • Contact businesses or private individuals by phone to survey about the service provided by ABA Bank.
  • Deliver prepared sales scripts to persuade potential customers to purchase a product or service if you are asked.
  • Describe products and services, respond to questions, identify for the opportunity for sales, obtain customer information, and refer sales opportunity to Relationship Manager/ Consultant. 
  • Data entry and maintenance of customer/potential customer data bases.
  • Follow-up on initial contacts.
  • Maintain records of telephonic interactions, orders and accounts.
  • Keep a close eye on your local competitors – what they do and how they perform. Plan to gain market share.
  • Keep up to date with ABA’s products suite and marketing campaigns to ensure superior product knowledge.

Skills and Specifications

    1. Inbound Call & Message

    • Excellent communication skills in English and Khmer (verbal and written) and interpersonal skills with the ability to influence outcomes.
    • Good listening, writing both English and Khmer, and problem solving skills.
    • Experienced in serving customer through writing channels such as Facebook, Live Chat, Email, or LinkedIn is preferred.
    • Skills in supporting business development planning, documentation and implementation.
    • High level analytical skills with the ability to think laterally and the flexibility to be able to work in an environment of change.
    • Computer literacy (Microsoft word, excel, typing Khmer and English).

    2. Outbound Call

    • Experienced in Call Center work.
    • Good sale technique.
    • Reporting skill.
    • Strategic sale on follow up customer.
    • Flexibility of sale approach.
    • Able to develop sale script.
    • Computer literacy.

    How to apply

    Interested and qualified applicants should submit only their updated covering letter and CV stating the position you apply for with current photo (4x6) via the Application form below.

    Submit Application Form


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