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Manager, Customer Relations

Company

Manulife(Cambodia) PLC   

type

Public Limited Company

Function

Insurance

employees

Location

Phnom Penh

Level

Middle

Term

Full Time

Year of Exp.

3

Function

Customer Service

Hiring

Industry

Insurance

Salary

Negotiable

Qualification

Bachelor Degree

Sex

Male/Female

Language

English-- Good   

Age

~

Location

Phnom Penh;

Publish Date

Nov-08-2019

Closing Date

Nov-17-2019

Job Description

  Key Responsibilities:
• To establish a SOP as guided by the Customer Complaints Handling Procedures
• Handle escalated complaints from front liners and other parties.
• Handle customer complaints and conduct root cause analysis for continuous improvement in operations, processes and service delivery.
• Handle complaints that require special attention. E.g. involving local Regulators, Senior Management Team, social media, and serious complaints.
• Investigate and provide solutions to customers' problems, which may be complex or long-standing problems that require special handling
• Handle customer complaints or any major incidents, according to procedures while injecting appropriate business sense and be customer focus.
• Manage and keep accurate records of discussions or correspondence with customers
• Develop feedback or complaints procedures for customers to use
• Develop/enhance customer service procedures, policies and standards for the organization
• Explore with other managers to discuss possible improvements to customer service
• Develop training plans and conduct training/briefing/best practice sharing to complaint handling staff.
• Guide and coach complaint handling staff on resolving complaints at first contact
• Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
• Create customer loyalty through the delivery of unrivalled customer service
• Collaborate with various departments such as Customer Experience, Product, Sales, and Compliance to develop preventive measures that will reduce complaints.
• Act as an independent party to ensure that complaints are handled objectively and complainants are treated fairly.
• Reporting and highlighting serious complaints to the relevant parties.
• Provide monthly reporting to Senior Management Team.
• Perform other tasks as assigned by management from time to time

Job Requirements

  Qualifications:
• Bachelor degree in Business related field is preferred
• Over 3-5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards
• Customer service background
• All levels of staff, management and sales force
• Possess customer-oriented personality
• Excellent interpersonal, communication and problem solving skills
• Demonstrate initiative, commitment, and responsibility
• Attention to details and accuracy
• Statistical analysis and presentation of complex information
• Innovator with a positive “can do” attitude and a positive attitude to change
• Computer literate in MS Word, Excel and PowerPoint

Interested applicants meeting the above requirements should submit their CVs, covering letters and National ID card by going to this link: http://www.manulife.com.kh/Corporate-Careers-Career-Possibilities and follow each of its step.
For more details please contact Ms. Kimleng Moul via kimleng_moul@manulife.com. Or Ms. Choury Chim via Choury_Chim@manulife.com. Application should be submitted before 20th November 2019. Only shortlisted candidates will be contacted.

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Contact Information

Contact Person

Ms. Kimleng Moul

Phone

023 965 965

Email

kimleng_moul@manulife.com

Website

http://www.manulife.com.kh

Address

104 Russian Federation Blvd | Phnom Penh, Phnom Penh

Company Profile

Manulife is a leading Canada-based financial services group with principal operations in Asia, Canada
and the United States. Clients look to Manulife for strong, reliable, trustworthy and forward-thinking
solutions for their most significant financial decisions. Our international network of employees, agents
and distribution partners offers financial protection and wealth management products and services to
millions of clients. We also provide asset management services to institutional customers. At the end of
June 2016, we had US$718 billion in assets under management and administration, and in the previous 12
months we made more than US25.4 billion in benefits, interest and other payments to our customers. Our
group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the
United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK.
We are committed to be an equal opportunity employer and welcome applications from all suitably
qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

Service hot line :

023 969 088 / 023 91 90 86 / 023 91 90 87 / 02391 90 89

Operating Hours : Mon-Fri (8:00 am to 5:00 pm)

Email : jobs@camhr.com.kh

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