To provide highly professional customer experiences by delivery of excellent customer services, tailored product and service consultations through inbound and outbound calls and messages to ensure quality inquiries/complaints escalation and achieve sales referrals of the Bank.

Location

• Head Office, Phnom Penh (50 Posts)

Duties and Responsibilities

• Respond customer’s calls and messages (through social media channels, emails and the Bank’s website) by following given standard script and customer service standard of ABA Bank.

• Ensure service level or service turnaround time of messages (social media channels, emails and Bank’s website) is achieved.

• Handle and resolve customer issues/complaints and/or identify and escalate priority issues/complaints to the right key person in-charge.

• Conduct complaint registration into system in timely and accurate manner.

• Provide customers with product and service consultations, specifications, terms and conditions with prepared sales script in order to achieve sales referral target.

• Act as a focal point to refer banking products to related teams for further cross-selling and achieve sales target.

• Complete call logs and prepare call reports on the timely manner.

• Contact businesses or private individuals by phone to survey about the service provided by ABA Bank.

• Keep up to date with ABA’s products suite and marketing campaigns to ensure superior product knowledge.

• Handle tasks assigned by Line Manager.

• Bachelor’s degree in Professional Communication, Finance and Banking, Accounting or any relevant field.

• Less than one year of working experiences in relevant field.

• Ability to use and communicate via social medias with professional writing style.

• Good listening, sales, customer services, communication, negotiation, problem solving, teamwork and interpersonal skills.

• Excellent product knowledge of financial services.

• Practical knowledge of banking operations, rules and regulations, and operational risks.

• Good flexibility, critical thinking and relationship management skills.

• Ability to use and communicate in both Khmer and English (Chinese is a plus).

• Microsoft Office and Bank’s software.

• Strong dedication to accuracy and efficiency.