- Reports to the Director of Operations and Risk; - Works with senior management including Director of Operations and Risk and Chief Commercial Officer to set up the Contact Center; - Manages Contact Center and back office customer service operations and leadership over day-to-day operations; - Regularly reviewing and settings objectives and KPIs of the Customer Service Department as a whole and for each team in particular; - Ensures the Contact Center is achieving the desired KPI & service levels, and taking corrective action as needed; - Identifies trends and main reason for complaints and communication with other teams to improve the product performance to reduce such complaints; - Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, managing, and disciplining employees; - Reviews and makes changes to headcount and shifts as necessary based on most efficient distribution of resources; - Strategies to improve the processes and efficiency of Contact Center and back-office customer operations; - Develop training module to build knowledge level; - Works to continuously improve the reporting Contact Center; analysing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction; - Taking on other tasks or projects to support the team and Contact Center operations.

- Bachelor’s degree; - Proficiency in English and Khmer; - Strong coaching and leadership skills, ability to motivates employees; - 5+ years relevant experience in customer services, management, operations, and leadership; - Experience working in a Financial Institution (such as bank, MFI or wallet); - Ability to work autonomously and find solutions to problems; - A great match with our strong and value driven culture; - Highly accurate and detail orientated with experience working to a tight deadline; - Comfortable with highly dynamic and high uncertainty environments; - Excellent communication skills; - Ability to build consensus and relationships among managers, partners, and employees; - Tech-savvy, up to date and at ease with the latest online communication & productivity tools; - Understanding of financial management; Perks of joining Clik: 1. Room to grow: our senior team is willing to lend guidance to help you improve your skill set as well as provide you with training resources; and as a start-up there will be plenty of opportunities for career progression. 2. Fun and dynamic work culture: we aim to hire people who fit well with our office culture, so you’ll be surrounded by like-minded people who believe in the mantra, “work hard, play hard”.  3. “Silicon Valley” style workplace: superb office, stimulating environment, access to new hardware and software to make your job easier and more efficient while working in collaborative teams.  4. Appealing bonus and benefits: extensive training, insurance, flexible holidays, cash bonus, phone bill, maternity/paternity leave and more - Clik believes in employee welfare. Sound like the job for you? Send your CV and Cover letter to careers@clik.asia For other roles in our contact centre, please visit our website https://clik.asia.