Customer Care - Inbound Manager

J Trust Royal is a joint venture between J Trust, a Japanese diversified financial holding company listed on the Tokyo Stock Exchange, and The Royal Group, one of Cambodia’s largest conglomerates. J Trust Royal Bank commenced operations in Cambodia in August 2019 following the acquisition of a majority shareholding in the bank formerly known as ANZ Royal.

About The Role
Role Location: Phnom Penh
Role Type: Permanent, Full-time
Reporting to: Contact Centre Manager

This role is responsible for managing Inbound team service including inbound calls, online query responding, training, and quality assurance. This role focuses on improving performance, processes, service level, and quality of the Customer Care Centre to ensure customer satisfaction via performance assessment and call forecasting.

Key accountabilities are -

• Ensuring Customer Care Centre team provide a standardise service to customers via Phone and email channels. 
• Actively building relationships with other key business units and participate in supporting bank initiatives/projects
• Maintaining service satisfaction level (GOS) through the resource and service Level analysis base on daily performance
• Being responsible for benchmarking Customer Care service standard within and outside the bank.
• Ensuring the customers' complaints through Customer Care Centre are addressed in timely manner and further working with related SMEs to get the issue permanently fixed.
• Generating analytical report and goal setting
• Creating, identifying, and recommending improvements in processes, procedures and tools usage
• Managing on process compliance to align with audit policy
• Developing and implementing effective training programs for new staff
• Tracking employee's job performance, attendance, and professional development
• Effective managing staff productivities through task allocations for each working shift
• Maximising business revenue from increasing account referrals through regular performance coaching
• Authorisation to banking transaction via Customer Care Channels
• Avaya telephone and Systems Management
• Flexibly arranging manual workaround process where requires
• Managing and assuring a proper Business Continuous Plan
• Supporting continuous improvement to achieve consistently excellent client and employee satisfaction

About You
To be successful in this role, you will ideally bring the following –

• Contact Centre Operation Management skill as prefer
• Training and Coaching Skill
• Critical Thinking and Analytical Skill
• Customer Service Skill
• Leadership Skill
• Task and Time Management
• Excellent communication skills – oral & written and active listening skills

Our People

We know that any successful organisation is only as good as its people and so at J Trust Royal we value our people and recognise that they are our greatest strength.

Our people are capable, diligent, hard-working, ambitious and caring. They come from all backgrounds and can understand the perspectives of, relate to, and support our customers and their unique financial needs.

Our aim is to provide opportunities to maximise potential for personal growth and by creating a vibrant, energetic, high-performing and open culture.

We listen to feedback from our people and provide programs and opportunities to ensure they feel a sense of achievement and personal connection to their work and career with us.

We work flexibly at J Trust Royal. Talk to us and let us know how this role can be flexible for you.

HOW TO APPLY

To find out more about working at J Trust Royal or to view other opportunities visit https://jtrustroyal.com/en/careers
For more information about this opportunity please contact:
Email: [email protected]