Senior Call Center Officer

Job Responsibilities

• Receiving telephone calls from customers, conduct briefing and/or delivering comprehensive information about the bank products; and services to make sure all information is up to date.
• Respond to customer direct/escalated inquiries and complaints with professionalism and efficiency, ensuring timely resolutions.
• Monitor account's activities to detect possible fraud transactions and make sure card is blocked when suspicious transaction occurs.
• Coordinate, support and resolve problems for customers with the card product, card authorization, card usage, mobile banking services and other self-banking services.
• Ensure the performance of authorization hotline and credit services are above the service pledge.
• Provide quality authorization services to cardholders, handle the application for credit limit adjustment, card loan, take appropriate and timely actions to minimize the Bank's loss.
• Build and maintain positive customer relationships, reinforcing trust in the bank’s brand.
• Work with line manager for all branches’ customer service standards, quality and experience.
• Analyze and recommend process improvements to enhance customer satisfaction and efficiency.
• Ensure all customer manners, interactions, grooming comply with the bank’s policies, procedure, SOP, regulatory and data privacy requirements.
• Regularly update knowledge of banking regulations to ensure adherence to best practices.
• Other job assigned by line manager/management
• Provide guidance, mentoring, and training to junior contact center officers to improve performance and service qualit
• Monitor and evaluate team performance, offering feedback to align with the bank's standards.
• Demonstrating best practices in handling complex or challenging customer interactions
• Support the team in achieving service level agreements (SLAs) and key performance indicators (KPIs).

Job Requirements

• Minimum bachelor’s degree in business and related field.
• Minimum 2-3 years of experience in a contact center or customer service role, preferably in banking or financial services.
• Excellent verbal and written communication both Khmer and English. Chinese will be an advantage.
• Excellent problem-solving and conflict-resolution skills to handle challenging situations.
• Experience with Card Authorization, Monitoring and Frauds detection.
• Willing to work on flexi-hours or shift basis, including weekends and public holidays
• Knowledge of computers, the internet of things and Microsoft Office
• Good understanding about Bakong/KHQR, Cards, Account, Mobile App and ATM/CDM.
• Be customer oriented with good negotiation, communication, and interpersonal skills.
• Familiar with the call center system and banking system, T24 system will be an advantage.

For the interested candidates, please send your updated cv to hr@hhbank.com or telegram: 015713999