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Manager, Customer Relations

Company Manulife(Cambodia) PLC
Posted 13-01-2020
Closing date 22-01-2020
Term
Category Medical/Health
Location Phnom Penh
Salary USD -- USD
Year of Experience
Number of hire
Sex Male/Female
Job level Middle
Job Responsibilities:
Key Responsibilities:
• To establish a SOP as guided by the Customer Complaints Handling Procedures
• Handle escalated complaints from front liners and other parties.
• Handle customer complaints and conduct root cause analysis for continuous improvement in operations, processes and service delivery.
• Handle complaints that require special attention. E.g. involving local Regulators, Senior Management Team, social media, and serious complaints.
• Investigate and provide solutions to customers' problems, which may be complex or long-standing problems that require special handling
• Handle customer complaints or any major incidents, according to procedures while injecting appropriate business sense and be customer focus.
• Manage and keep accurate records of discussions or correspondence with customers
• Develop feedback or complaints procedures for customers to use
• Develop/enhance customer service procedures, policies and standards for the organization
• Explore with other managers to discuss possible improvements to customer service
• Develop training plans and conduct training/briefing/best practice sharing to complaint handling staff.
• Guide and coach complaint handling staff on resolving complaints at first contact
• Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
• Create customer loyalty through the delivery of unrivalled customer service
• Collaborate with various departments such as Customer Experience, Product, Sales, and Compliance to develop preventive measures that will reduce complaints.
• Act as an independent party to ensure that complaints are handled objectively and complainants are treated fairly.
• Reporting and highlighting serious complaints to the relevant parties.
• Provide monthly reporting to Senior Management Team.
• Perform other tasks as assigned by management from time to time
Job Requirements:
Qualifications:
• Bachelor degree in Business related field is preferred
• Over 3-5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards
• Customer service background
• All levels of staff, management and sales force
• Possess customer-oriented personality
• Excellent interpersonal, communication and problem solving skills
• Demonstrate initiative, commitment, and responsibility
• Attention to details and accuracy
• Statistical analysis and presentation of complex information
• Innovator with a positive “can do” attitude and a positive attitude to change
• Computer literate in MS Word, Excel and PowerPoint

Interested applicants meeting the above requirements should submit their CVs, covering letters and National ID card by going to this link: http://www.manulife.com.kh/Corporate-Careers-Career-Possibilities and follow each of its step.
For more details please contact Ms. Kimleng Moul via [email protected] Or Ms. Choury Chim via [email protected] Application should be submitted before 22nd January 2020. Only shortlisted candidates will be contacted.

Click here for detail :

Contacts:
Contact Person
Address 104 Russian Federation Blvd | Phnom Penh, Phnom Penh
Phone 023 965 965
Email [email protected]