WE ARE HIRING

Director of Customer Service

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WHAT YOU WILL DO

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

WHAT WE ARE LOOKING FOR

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
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OUR BENEFITS

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.

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Sound like the job for you?

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