Contact Center - Complaint Resolution Specialist

Posted:17/05/2019 -Closing Date:14/06/2019

Job Description

S/he is responsible for providing excellent resolutions to customers who wish to escalate issues to the bank, across a range of communication channels (including letter, email, in person, online or telephone).

Location

  • Head Office, Phnom Penh (1 post).

Job Description

  • Being responsible for receiving, resolving (if achievable during first-stage of resolution) registering complaints from all interactive channels, including reports from frontline staff and/or the Champion into FT system.
  • Ensuring that all complaints are received and acknowledged by the complaint owner and keep complainant (complaint raiser) the progress of resolution.
  • Using bank system and knowledge, actively investigate customer complaints in a timely and effective manner.
  • Following up with internal relevant teams.
  • Contacting customers to inform them about the resolution cycle, Or asking for information & supporting documents.
  • Reporting immediately on any urgent case(s) which is required to be fixed to comply with bank operation and policy or fulfill customers’ needs.
  • Ensuring that all complaints are received and acknowledged by the complaint owner and keep complainant (complaint raiser) the progress of resolution.
  • Highly securing the customer’s confidentiality.
  • Preparing reports and other assigned tasks.

Skill and Requirement

  • Excellent communication skills in English and Khmer (verbal and written) and interpersonal skills with the ability to influence outcomes.
  • Knowledge of information technology.
  • Attention to details and critical thinking skills.
  • Skills in supporting business development planning, documentation and implementation.
  • High level analytical skills with the ability to think literally and the flexibility to be able to work in an environment of change.
  • Teamworking spirit and able to work independently.
  • Previous banking experience and handling customer's complaint is a plus and can speaking Chinese is a plus.

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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