Contact Center Consultant

About the role

ABA Bank is looking for a Contact Center Consultant based at its Head Office in Phnom Penh. The role delivers professional customer experiences through inbound and outbound calls and messages, handling inquiries and complaints while also driving sales referrals.

Key responsibilities

• Respond to customer calls and messages on social media, email and the bank's website using the standard script and service standards.
• Maintain the agreed service level and turnaround time for messages.
• Resolve customer issues and complaints, or escalate priority ones to the right person in charge.
• Register complaints in the system accurately and on time.
• Advise customers on products and services, including specifications, terms and conditions, using a prepared sales script to meet sales referral targets.
• Act as a focal point for referring banking products to other teams for cross-selling.
• Complete call logs and call reports promptly.
• Contact businesses or individuals by phone to survey their views of the bank's service.
• Stay up to date with the product suite and marketing campaigns.
• Handle tasks assigned by the line manager.

Required profile

• Bachelor's degree in Professional Communication, Finance and Banking, Accounting or a relevant field.
• Less than one year of experience in the relevant field.
• Ability to use and write professionally in both Khmer and English (Chinese is a plus).

Required skills

• Good listening, sales, customer service, communication, negotiation, problem-solving, teamwork and interpersonal skills.
• Excellent product knowledge of financial services and practical knowledge of banking operations, rules and regulations and operational risks.
• Flexibility, critical thinking and relationship management skills.
• Microsoft Office and the bank's software.