Contact Center Consultant – Customer Service & Sales

About the role

ABA Bank is looking for a Contact Center Consultant to deliver highly professional customer experiences. You will handle inbound and outbound calls, social media messages, emails and website inquiries, providing product consultations and ensuring timely issue resolution.

Key responsibilities

• Respond to customer calls and messages using the bank’s standard scripts and service standards.
• Achieve service level targets for social media, email and website communications.
• Resolve customer issues, register complaints in the system and escalate priority cases.
• Provide product and service consultations to meet sales referral targets.
• Refer banking products to relevant teams for cross‑selling.
• Maintain accurate call logs and prepare regular call reports.
• Conduct phone surveys with businesses and private individuals about ABA Bank services.
• Stay updated on ABA’s product suite and marketing campaigns.
• 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 listening, sales, customer service, communication, negotiation, problem‑solving, teamwork and interpersonal abilities.
• Excellent product knowledge of financial services and practical understanding of banking operations, regulations and operational risks.
• Flexibility, critical thinking and relationship‑management skills.
• Proficiency in both Khmer and English (Chinese is a plus).

Required skills

• Microsoft Office proficiency.
• Ability to use the bank’s internal software platforms.