Contact Center Consultant – Customer Service & Sales

About the role

ABA Bank is seeking a Contact Center Consultant to deliver professional customer experiences through inbound and outbound communications. The role involves handling calls, messages and social media interactions, providing product consultations and supporting sales referrals from the bank’s head office in Phnom Penh.

Key responsibilities

• Answer customer calls and messages via phone, email, social media and the bank’s website following standard scripts.
• Maintain service level targets and turnaround times for all communication channels.
• Register, resolve and, when necessary, escalate customer complaints in a timely and accurate manner.
• Provide product and service information using prepared sales scripts to achieve referral targets.
• Refer interested customers to relevant banking teams for cross‑selling opportunities.
• Log calls, prepare reports and conduct follow‑up surveys with businesses or private individuals.
• Stay updated on ABA Bank’s product suite, marketing campaigns and operational policies.
• Perform additional tasks assigned by the line manager.

Required profile

• Bachelor’s degree in Professional Communication, Finance, Banking, Accounting or a related field.
• Less than one year of relevant work experience.
• Strong written communication skills for social media and professional correspondence.
• Excellent listening, negotiation, problem‑solving and teamwork abilities.
• Fluent in Khmer and English; additional languages such as Chinese or Japanese are a plus.

Required skills

• Proficiency with Microsoft Office applications.
• Familiarity with banking operations, rules, regulations and risk management.
• Ability to use the bank’s internal software and CRM tools.