Our client is a well-known Microfinance Institution in Cambodia. They are looking for a Senior Manager, Customer Service who will manage and lead the customer service team and also develop, improve and update customer service and product policies with effective communication plan. He/she will be based in Phnom Penh.

• Develops and manages the implementation of customer experience policy and guideline to increase customer value that can build customer loyalty and business sustainability
• Initiates activities to promote and/or motivate branch staff to improve customer service satisfaction ratings
• Organizes surveys and collects current information about the service quality of other MFIs and companies to improve our customer service and satisfaction ratings
• Controls call center, complaints, channels, services standards and customer relationships by responding in professional and efficient manner to customers via user-friendly standard operation procedure and complaint management systems
• Leads, coaches and guides subordinate to improve and upgrade their capabilities in performing their jobs up to the expectations
• Provide ongoing coaching and practical experience to develop a high-performing team

• Head, Marketing

• Degree in Business Administration, Marketing, Management and other related fields
• Good communication, social/ customer relation, problem solving, interpersonal skills
• Good management, analytical, critical and strategically thinking skills and able to work under pressure
• Minimum 4- 5 years of work experience in Marketing and Customer service management with 2-3 years of work experience in project management and first level management
• Able to lead and strategize overall customer service mandate and draft the customer service working guideline and policy
• Very good verbal and written communication in both Khmer and English