Contact Center Consultant – Customer Service & Sales

About the role

We are looking for a Contact Center Consultant to deliver professional customer experiences for ABA Bank. You will handle inbound and outbound communications, provide product consultations, and support sales referrals while ensuring high‑quality service.

Key responsibilities

• Respond to customers’ calls and messages (social media, email, website) using the prescribed script and service standards.
• Achieve service level targets and turnaround times for all communication channels.
• Handle, resolve, and appropriately escalate customer issues or complaints.
• Register complaints in the system accurately and promptly.
• Provide product and service consultations with a sales script to meet referral targets.
• Refer banking products to relevant teams for cross‑selling and achieve sales goals.
• Complete call logs and prepare call reports in a timely manner.
• Conduct phone surveys with businesses or private individuals about ABA Bank services.
• Stay up‑to‑date with ABA’s product suite and marketing campaigns.
• Perform additional tasks assigned by the Line Manager.

Required profile

• Bachelor’s degree in Professional Communication, Finance and Banking, Accounting or a related field.
• Less than one year of relevant work experience.
• Fluent in Khmer and English (Chinese a plus).
• Professional writing style for social media communication.
• Strong listening, sales, customer service, communication, negotiation, problem‑solving, teamwork and interpersonal skills.
• Dedication to accuracy and efficiency.

Required skills

• Microsoft Office