DUTY & RESPONSIBILITY
- Answer/Listen, process and respond complaints and guide beneficiaries that seek help through hotlines and other channels.
- Enter all complaints and feedback in the Data Storage and keep up to date records to generate reports anytime.
- Collect the complaints and make a daily data from other teams
- Assist in improving service delivery and liaise with respective business/operations teams on the development and implementation of effective remedial actions and long-term solutions
- Provide regular reports with detailed analysis on handling, and lessons learnt and influence the future actions of service areas to improve performance, overall client satisfaction with the complaint process with first time resolution.
- Flexible working hours day shift and night shift
- Support in complaint Handling related communications and promotion through webpage, poster, newsletter write-ups and campaign rollout.
- Any adhoc assignment by senior level or line manager.
- Report to Customer Experience Manager.
QUALIFICATION
- Degree holder in Quality Management, Finance, Statistics or related disciplines
- At least 1 years working experience in complaint management or business controls, preferably in banks or financial institutions
- Knowledge of and ability to perform quantitative analysis and data management techniques including database and spreadsheet applications
- Ability to apply advanced analysis methodologies, interpret and present findings in a clear, concise manner
- Excellent critical thinking and analysis skills, problem solving capacities
- Excellent written & spoken English & Chinese (Cantonese & Putonghua)
- Good attitude, strong interpersonal & communication skills
- Able to work under pressure & meet deadlines
- Strong in Excel, Access and proficiency in the use of MS Office.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
