canadiabankHead Office, Phnom Penh

canadiabank

Supervisor, Customer Service Excellence

Banking/FinancePosted 2 w ago

Location

Head Office, Phnom Penh

Job Type

FULLTIME

Experience

2+ Years

Level

Mid

Work Mode

On-site

Industry

Banking/Finance

Languages

English

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About the role

Supervising and supporting customer service quality initiatives across branch nets to ensure excellent customer experiences and consistent service standards.
This role s 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.
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.
Monitor branch service quality performance, customer waiting times, and service efficiency.
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.
Build and maintain strong ing 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.
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.
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.
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.

Requirements

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 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 team.
Good speaking and writing in English.
Good knowledge in Microsoft Office Word, Excel, and PowerPoint.

Required Skills

Banking and FinanceMarketingFrontline Role ExperienceInitiative TakingInnovationOrganizational SkillsLeadershipTime ManagementHonestyCommitmentTeamworkEnglish SpeakingEnglish WritingMicrosoft Office WordMicrosoft Office ExcelMicrosoft Office PowerPointExcelPowerPoint

About canadiabank

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Industry

Banking/Finance

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