ខ្មែរ
Corporate Operations Support Manager
Full Time Phnom Penh Posted 3 months ago
Customer Experiences
Job Responsibilities
- Oversee the day-to-day operation of the corporate helpdesk, ensuring quick and efficient resolution of issues or complaints
- Lead, train, and mentor a team of corporate helpdesk team
- Assign tasks, monitor performance, and ensure goal setting and service-level agreements (SLAs) are met.
- Monitor ticketing systems to ensure timely follow-up and resolution of issues.
- Establish and maintain protocols for issue escalation and resolution.
- Ensure that all customers receive high-quality service support.
- Address and resolve complex or high-priority issues that frontline helpdesk staff cannot handle.
- Measure customer satisfaction through surveys or feedback and work to improve service quality.
- Identify areas for improvement in helpdesk operations, from ticket resolution time to customer service.
- Implement new tools, processes, and technologies to improve efficiency and the end-user experience
- Ensure continuous improvement in the corporate helpdesk team’s skill sets and capabilities.
- Budgeting and Resource Management
- Disaster Recovery and Contingency Planning to ensure smooth operations
- Provide excellent and exceptional customer service to corporate client through phone, digital channels, face to face meetings
- Other assigned tasks by line manager
Job Requirement
- Bachelor’s degree in financial and banking, business management, or a related field is usually preferred.
- Minimum 7 years of experience in Customer Service, Contact Center or Relationship Manager support in banking industry or related field, with at least 3 years in a managerial or leadership position.
- Leadership Skills: Ability to manage a team, resolve conflicts, and motivate staff.
- Customer Service Expertise: Strong knowledge of call center, complaint resolutions, case management, and customer relationship.
- Problem-Solving Abilities: Ability to quickly diagnose and solve issues.
- Communication Skills: Strong written and verbal communication skills to interact with both technical and non-technical employees.
- Time Management: Ability to prioritize tasks and meet deadlines effectively.
- Project Management: Experience with managing projects related to corporate helpdesk service or Contact Center operations.