Director of Customer Service

Job Image


As Clik’s Director of Customer Service your role will include:

  • Reporting to the Director of Operations and Risk
  • Working with senior management including Director of Operations and Risk and Chief Commercial Officer to set up the Contact Centre
  • Managing the Contact Centre and back office customer service operations and leading day-to-day operations
  • Regularly reviewing and setting objectives and KPIs of the Customer Service Department as a whole and for each team
  • Ensuring the Contact Centre is achieving the desired KPI and service levels and taking corrective action as required
  • Identifying trends and understanding reasons for complaints
  • Communication with other teams to improve product performance to reduce complaints
  • Accomplishing human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, managing, and disciplining employees
  • Reviewing and making changes to headcount and shifts as necessary based on most efficient distribution of resources
  • Developing strategies to improve the processes and efficiency of the Contact Centre and back-office customer operations
  • Developing training modules to build knowledge level
  • Working to continuously improve the reporting Contact Centre and analysing data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction
  • Taking on other tasks or projects to support the team and Contact Centre operations


We are looking for someone who ideally has:

  • A bachelor’s degree
  • Proficiency in English and Khmer
  • Strong coaching and leadership skills with the ability to motivate employees
  • 5+ years experience in customer services, management, operations, and leadership roles
  • Experience working in a Financial Institution such as a bank, MFI or wallet
  • Ability to work autonomously and efficiently to solve problems
  • Eager to fit in with our strong and value-driven culture
  • Good attention to detail with experience working to tight deadlines
  • Comfortable working in highly dynamic and rapidly evolving environments
  • Excellent communication skills
  • Ability to build consensus and relationships among managers, partners, and employees
  • Up to date knowledge of technology and a good understanding of the latest online communication and productivity tools
  • Understanding of financial management

What we offer

Our employees are the are the heart and soul of Clik. When you work with us you’ll get the best training, some fantastic incentives and a working environment that is exciting, challenging and full of opportunities. We also believe in striking a good work / life balance and outside of the office Clik will provide you with support ranging from phone bill allowances and health insurance to paid maternity and paternity leave.

Image 1
Image 2
Image 3
Image 4

Sound like the job for you?

Send your CV and cover letter to careers@clik.asia to apply.