Customer Service Manager Contract Job

Job Description

• The Head of Customer Service Department is responsible for managing and directing customer transactions and care activities to ensure service quality and optimize SHB Cambodia’s business efficiency.

• Daily Operations Management: Oversee all activities at transaction counters, including customer transactions, internal accounting, and treasury operations, ensuring compliance with banking regulations, safety, and efficiency.

• Service Policy Development & Improvement: Participate in developing, proposing, and improving customer service policies and procedures to enhance service quality and productivity.

• Staff Management & Training: Recruit, train, guide, and supervise customer service staff (tellers, supervisors) to ensure they have the necessary skills and competencies.

• Complaint Handling: Receive, monitor, and resolve customer complaints and inquiries promptly and satisfactorily to maintain customer satisfaction and loyalty.

• Business Development: Collaborate with relevant departments to promote deposit growth, cross-sell banking products (credit, cards, e-banking, etc.), and expand the customer base.

• Risk Management & Compliance: Ensure all customer service activities comply with SHB/SHB Cambodia regulations, NBC requirements, and relevant laws, while managing risks in transactions.

• Reporting & Performance Evaluation: Regularly compile and report departmental performance results to senior management, and propose improvement measures.

5. Preferences: Candidates proficient in Khmer / Vietnamese / English.

Job Requirements

1. Education & Professional Background

• Degree: Bachelor’s degree or higher, preferably in Economics, Finance – Banking, Business Administration, or related fields.

• Professional Knowledge: Solid understanding of legal regulations, policies, procedures, and the bank’s products and services.

2. Work Experience

• Professional Experience: Practical experience in customer service or banking operations, typically requiring at least 3–5 years in a similar role or managerial position, such as Customer Service Supervisor in a bank.

• Management Experience: Experience in managing and leading teams. Skilled in planning, designing, and implementing customer service operations, overall risk management processes, and team management.

3. Skills & Qualities

• Leadership & Management Skills: Ability to organize, coordinate, manage staff, and drive performance.

• Communication & Negotiation Skills: Excellent verbal and written communication, with the ability to convey information clearly and concisely; strong negotiation and conflict resolution skills.

• Problem-Solving & Analytical Skills: Ability to assess, analyze, synthesize issues, and provide effective solutions.

• Customer Relationship Management Skills: Build and maintain strong relationships with both internal and external customers.

• Language & IT Skills: Proficient in office software (Word, Excel, PowerPoint) and foreign languages (commonly English) suitable for the job requirements.

• Stress Management: Ability to work under high-pressure conditions.

• Ethics & Discipline: Honest, careful, with strong moral character and high compliance.

• Sense of Responsibility: Proactive, highly responsible, and dedicated to work.

• Professional Attitude: Committed, enthusiastic, and attentive in customer interactions, promoting a professional service culture within the department.

How to Apply?

Interested candidates are requested to submit his/her CV via below information. Only shortlisted candidates will be contacted.

Contact: +855 97 696 7979 | +855 70699699

Email: [email protected]

Location: Phnom Penh.