Director of Customer Service


Who we are

We are an internationally-funded FinTech startup looking for the brightest minds in Cambodia. Working with some of the biggest names in the FinTech industry, we’ve created a product that will revolutionise the local market before taking on the world. We're ready to take our business to the next level and for that we need you! We have plans for rapid growth – the sooner you join our team, the greater the benefits you’ll receive. Committed to becoming a world-class organisation, our employees and customers are our focus. Our team is comprised of local and international professionals who are driven by innovation and excellence. We want to put Cambodia on the map in the FinTech sector, and as our global investors agree, Clik is the answer. At this stage, we have the funding to offer secure jobs with a lot of room for growth, training and career progression - it’s a win-win situation.

team


What you will do:

You will be responsible for:

  • 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 Center;
  • Managing Contact Center and back office customer service operations and leadership over day-to-day operations;
  • Regularly reviewing and settings objectives and KPIs of the Customer Service Department as a whole and for each team in particular;
  • Ensuring the Contact Center is achieving the desired KPI & service levels, and taking corrective action as needed;
  • Identifying trends and main reason for complaints and communication with other teams to improve the product performance to reduce such 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 Contact Center and back-office customer operations;
  • Developing training modules to build knowledge level;
  • Working to continuously improve the reporting Contact Center; analysing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction;
  • Taking on other tasks or projects to support the team and Contact Center operations.

What we are looking for:

We are looking for someone with:

  • A bachelor’s degree;
  • Proficiency in English and Khmer;
  • Strong coaching and leadership skills, ability to motivates employees;
  • 5+ years relevant experience in customer services, management, operations, and leadership;
  • Experience working in a Financial Institution (such as bank, MFI or wallet);
  • Ability to work autonomously and find solutions to problems;
  • A great match with our strong and value driven culture;
  • High attention to detail with experience working to a tight deadline;
  • Comfort working in highly dynamic and high uncertain environments;
  • Excellent communication skills;
  • Ability to build consensus and relationships among managers, partners, and employees;
  • Tech-savviness - being up to date and at ease with the latest online communication & productivity tools;
  • Understanding of financial management;

Amazing Bonuses and Benefits provided by Clik:

Room to grow

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Our senior team is willing to lend guidance to help you improve your skill-set as well as provide you with training resources; and as a start-up there will be plenty of opportunities for career progression.

Fun and dynamic work culture

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We aim to hire people who fit well with our office culture, so you’ll be surrounded by like-minded people who believe in the mantra, “work hard, play hard”.

“Silicon Valley” style workplace

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Superb office, stimulating environment, access to new hardware and software to make your job easier and more efficient while working in collaborative teams.

Appealing bonus and benefits

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Extensive training, insurance, flexible holidays, cash bonus and more - Clik believes in employee welfare.


Sound like the job for you? Send your CV and cover letter to chakrya.sam@clik.asia or info@clik.asia to apply.

Contact Us

Clik Payment (Cambodia) Co. Ltd.
No. 86AB, Street 13, Sangkat Phsar Kandal 1, Khan Daun Penh,
Phnom Penh 12204
Cambodia

If you have any questions, concerns or feedback, please send us an email. We would love to hear from you! We will endeavor to respond to all emails within 2 business days.

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© 2018 Clik Payment (Cambodia)