Service Quality Officer

Job Description:

The Service Quality Officer is responsible for supporting delivery channels of ABA to consistently implement and maintain service quality standard,  and grow ABA’s reputation to be among the best service providers in the market.

Location:

Phnom Penh (Head Office)

Duties and Responsibilities:

• Develop and implement a comprehensive Customer Care Program and mystery shopping to promote a service culture at branches and all distribution networks.
• Assist the SQM to develop tools to monitor and evaluate service standard implementation to all branches of ABA.
• Conduct customer satisfaction/expectation, mystery shopping surveys, and report the findings and critical points to related departments.
• Maintain satisfaction and retention of ABA clientele and relationships by supporting and encouraging front line staff to exercise and provide superior customer service.
• Monitoring and evaluation the customer service implementation to all branches of ABA to make sure that all staffs are compliance with the customer service policy and procedure.
• Observe the competitors to identify the development in the market and identify means to uplift the level of service and position ABA among the best service providers in the market.
  Assist SQM to conduct training on customer service policy and service standard to all staffs of ABA bank.
• Work closely with BU Heads and business-related units to provide counseling, & coaching sessions and recommend training to staff with service deficiencies.
• Establish suggestion & rewarding schemes and managing the customer complaints / suggestions channels for both internal and external customers.
• Monitor the complaint management system in branch unit in accordance with the service culture.
  Make regular checks of bank’s branch/premise (i.e. branch and ATM visits) in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, ATM booths etc.)
• Collect and follow up the client’s feedback and complaint about products and services from all complaint’s channel of ABA.
• Frequently travel to some provinces to monitor and evaluate the customer service implementation with all branches of ABA.

Skills and Specifications:

• Minimum 2-year experience on quality assurance position in a retail bank
• Excellent customer service skills and a commitment to high quality customer service
• Effective communication and report writing skills
• Good negotiation skills with customer-oriented attitude
• Excellent analytical abilities to grasp the key points from complicated details
• Familiarity with the tools, concepts, and methodologies of quality management
• Attention to details and accuracy
• High degree of self-motivation and excellent interpersonal skills
• Fluent in English both written and communication

How to apply:

Interested and qualified applicants should submit only their updated covering letter and CV stating the position you apply for with current photo (4×6) via the Application form below.

https://www.ababank.com/careers/service-quality-officer/