POSITION DESCRIPTION
Be the first point of contact for all walk-in clients, responsible for managing the day-to-day operations of the lounge, maintaining a welcoming environment, and ensuring exceptional customer service.
DUTY & RESPONSIBILITY
1. Lounge Operations Management:
- Oversee day-to-day operations of the Premier Services Lounge, including serving refreshment and/or gifts to customers, managing inventories, operational planning, etc.
- Maintain scheduling for use of meeting rooms, events, booking and ordering for customers's business discussions, etc. Upkeep and oversee the Premier Services Lounge premises and facility management in accordance with prescribed standards as required.
- Lead team to provide best-performing transaction banking for targeted customer.
- Ensure efficient daily operation flow by providing advice, leading, and fully supporting to satisfy customer needs with premium banking service to high-end customers.
- Enhance staff productivity through clear Premier Services' vision and purpose by strictly tracking and monitoring.
- Perform the role as the "Floor Manager" based on the requirements given.
2. Customer Service Excellence:
- Create a welcoming atmosphere for visiting customers, including warmly greeting customers upon arrival and return and providing clear directions to their RM. ensure clients find their designated spaces.
- Take a proactive approach when attending to customers in the lounge, e.g., anticipate their needs, address their concerns, and request promptly.
- Ensure all staff service customers strictly follow GSTP and professional protocol for all customers.
- Lead team to provide best experience customer service to targeted customer.
- Recommend or authorize customer transactions to follow ASO by strictly following policy, guidelines, procedures, and the bank's instructions in both the system and documentation.
- Identify ways to enhance the customer service and experience.
3. Relationship Management:
- Support and collaborate with Service & Digital Advisor (SDA), Security Guard, and to deliver excellent service, e.g., ensure smooth handover of the customers by pre-informing them before & during customer arrives.
- Deliver personalized and memorable experiences to deepen customer relationships, e.g., familiarize yourself with customer appointments and individual names, engage in small talks with customers.
- Lead the team to improve customer relationships from time to time through phone calls as well as social media connections.
- Identify opportunities for new sign-ups, referrals, upsells, or cross-sells of banking products and services.
QUALIFICATION
- Bachelor's degree.
- At least 3-4 years experience in related fields; be able to converse in English and/or Chinese.
- Good presentation and negotiation skills.
- Strong customer service and result-oriented personnel.
- Good problem-solving skills.
- Open-minded for changes and new ideas.
- Good in computer skills.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
