POSITION DESCRIPTION
Senior Officer, Customer Service Excellence, will be responsible for supporting the direct manager to ensure all branches provide superior customer experiences to our valuable customers and manage and reduce waiting/serving times for customers effectively to achieve the objectives set by the line manager.
DUTY & RESPONSIBILITY
1. Customer Complaint Management
- Handle and resolve customer complaints via QR scans and assigned channels, ensuring timely follow-up and high service standards.
2. Customer Satisfaction & Service Quality
- Work with branches and departments to identify and address customer dissatisfaction, including waiting times and service efficiency.
- Analyze customer feedback, mystery shopping results, and interviews to identify service gaps and improvement areas.
- Ensure branches consistently deliver superior customer experiences and adhere to service protocols.
3. Branch Engagement & Relationship Management
- Build strong relationships with branch managers, staff, and relevant departments to enhance collaboration and service quality.
- Conduct regular branch visits and competitor surveys to gather insights and stay updated on industry trends.
4. Training & Staff Development
- Provide training and coaching to branch staff on guidelines, SOPs, and customer service standards.
5. Performance Monitoring & Improvement
- Support the manager in reducing waiting/servicing times through data analysis and on-site observation.
- Identify opportunities for continuous improvement and recommend actionable solutions to management.
6. Team & Project Support
- Support the team in meeting customer experience objectives and carry out other tasks assigned by the manager.
QUALIFICATION
- Bachelor's Degree in Banking and Finance, Marketing, or Relevant Fields.
- At least 2 years of proven experience in a frontline role.
- Be able to work independently, i.e., take the lead on any initiative or innovative ideas for implementation.
- Good in organizational, leadership, and time management skills.
- Honesty, high commitment, and good teamwork.
- Good spoken and written English.
- Good knowledge in Microsoft Office Word, Excel, and PowerPoint.
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
