Senior Officer, Customer Service & Call Center

Summery Profile:

Manage call center operations, team performance, and customer complaint resolution processes. Analyze data and reports to improve service quality, efficiency, and customer satisfaction. Conduct training, coaching, and performance evaluation of agents, while ensuring effective communication and coordination with internal departments. Handle outbound surveys, cross-selling activities, and franchise-related inquiries. Monitor complaint trends and provide strategic recommendations for service improvement. Ensure accurate reporting, strong data management, and timely issue resolution.

Role and Responsibilities:

• Manage the call center team and data
• Manage complaint resolution policy, procedure, and manuals
• Conduct and manage necessary outbound surveys to seek insights in order to provide satisfactory customer service to clients
• Prepare reports and analyze the call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Assist in identifying trends, suggest strategies that can offer better customer service experience using insights from the data obtained
• Conduct training, coaching, and leading call center agents as they provide support for customers.
• Conduct the cross-selling products/services
• Manage inquiries on franchise with relevant stakeholders and support the franchise onboarding journey of clients
• Work closely with relevant departments and stakeholders to resolve the complaints/disputed cases via all the channels
• Keep tracking daily, weekly, monthly and yearly complaint analysis reports with a review from Marketing Manager to improve service level.
• Evaluate other agents team members relating to their call etiquette and data management
• Build effective relationships with call center team and communicate all information clearly in a timely manner.
• Perform other tasks assigned by management.

Requirements & Qualifications:

• Bachelor's Degree in​ communications, marketing, business, or relevant field
• At least two years of work experience dealing with clients in terms of complaint resolution, call center service, client service, and/or internal and external communications
• Proficiency in Excel, data analysis and report writing
• Able to analyze problems and strategize for better solutions
• Being flexible and having high motivation skills working and dealing with people
• Effective written and oral communication skills in both Khmer and English
• Be honest, flexible, independent, and able to work under pressure.