Role and Responsibilities:
- Manage the call center team and data
- Manage complaint resolution policy, procedure, and manuals
- Conduct and manage necessary outbound survey to seek for insights in order to provide satisfactory customer service to clients
- Prepare reports and analyze the call center data to improve processes, ensure resources are properly allocated, and maximized efficiency and customer satisfaction.
- Assist to identify trends, suggest strategy that can offer better customer service experience using insights form the data obtained
- Conduct the training, coaching, and leading call center agents as they provide supports for customers.
- Conduct the cross-selling products/services
- Manage inquiries on franchise with relevant stakeholders and support the franchise onboarding journey of clients
- Work closely with relevant departments and stakeholders to resolve the complaints/disputed cases via all the channels
- Keep tracking daily, weekly, monthly and yearly complaint analysis reports with a review from Marketing Manager to improve service level.
- Evaluate other agents team members relating to their call etiquette and data management
- Build effective relationships with call center team and communicate all information clearly in a timely manner.
- Perform other tasks assigned by management.
Qualifications:
- Bachelor’s Degree in communications, marketing, business, or relevant field
- At least two years of work experience dealing with clients in terms of complaint resolution, call center service, client service, and/or internal and external communications
- Proficiency in Excel, data analysis and report writing
- Able to analyze problems and strategize for better solutions
- Being flexible and having high motivation skills working and dealing with people
- Effective written and oral communication skills in both Khmer and English
- Be honest, flexible, independent, and able to work under pressure
Address: #46A, Monivong Blvd, Sangkat Sras Chork, Khan Daun Penh, Phnom Penh.
Telephone: 096 72 015 29/ 089 999 693/ 098 288 417
Email: hr@bvmpetroleum.com
