POSITION DESCRIPTION
The Supervisor, Customer Service Excellence, is responsible for supervising and supporting customer service quality initiatives across branch networks to ensure excellent customer experiences and consistent service standards. This role works closely with branches and relevant departments to monitor service quality performance, handle customer complaints, improve customer satisfaction, provide coaching and training, and support continuous service improvement aligned with the bank's standards and objectives.
DUTY & RESPONSIBILITY
1. Customer Complaint Management
- Supervise and support the handling and resolution of customer complaints received through QR scans and other assigned channels.
- Ensure customer complaints are followed up and resolved within the required timeline and service standards.
- Monitor complaint trends and recommend improvement actions to reduce recurring issues.
2. Customer Satisfaction & Service Quality
- Monitor branch service quality performance, customer waiting times, and service efficiency.
- Work closely with branches and departments to identify and address customer dissatisfaction issues.
- Review customer feedback, mystery shopping results, and service quality reports to identify service gaps and improvement opportunities.
- Ensure branches consistently comply with customer service standards, SOPs, and service protocols.
3. Branch Engagement & Relationship Management
- Build and maintain strong working relationships with Branch Managers, branch staff, and relevant departments.
- Conduct regular branch visits to monitor customer service practices and provide service quality support.
- Support competitor surveys and market observations to identify service improvement opportunities and industry best practices.
4. Training & Staff Development
- Provide coaching, guidance, and refresher training to branch staff on customer service standards.
- SOPs and service etiquette.
- Support development initiatives to strengthen branch staff service capability and customer handling skills.
5. Performance Monitoring & Improvement
- Support the Manager, Service Quality Assurance in monitoring and reducing customer waiting and servicing times through data analysis and branch observations.
- Identify opportunities for continuous service improvement and recommend practical solutions to management.
- Prepare service quality reports, findings, and recommendations for management review.
6. Team & Project Support
- Support the implementation of customer experience projects and service quality initiatives.
- Coordinate with team members to achieve customer service excellence objectives
- Perform other duties and assignments as directed by the Manager, Service Quality Assurance.
QUALIFICATION
- Bachelor's Degree in Banking and Finance, Marketing, or Relevant Fields.
- At least 2 years of proven experience in a frontline role.
- Be able to work independently, i.e., take a lead on any initiative or innovative ideas for implementation.
- Good in organizational, leadership, and time management skills.
- Honesty, high commitment, good teamwork.
- Good speaking and writing in English.
- Good knowledge in Microsoft Office Word, Excel, and PowerPoint.
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
