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Assistant Manager-Customer Experience & Vendor Mgt

AGD Bank

Assistant Manager-Customer Experience & Vendor Mgt

AGD Bank
Recruiter active 2 days ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
26 Aug 2021

Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

The Assistant Manager – Customer Experience & Vendor Management is a Role in Operations that leads a team of up to 10 Customer Service Executives that support the following:

  • Hiring, training, coaching, and leading Service Center Executives and their Team Managers as they provide support for customers.
  • Answering executive’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by them (escalation calls)
  • Leading team meetings, asking questions to better understand the calls executives are receiving, educating and coaching staff regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing Service Center goals. (both AGD and at external vendor)
  • Ensuring oversight of External Vendor to ensure that they are meeting the various service criteria listed in their Service Level Agreement with OnePay.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing Service Centre data (internal and out-sourced) to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Authorizing refunds to customers up to delegated limits

Open To

Repatriate
Male/Female

Job Requirements

  • Graduate / University Degree in any discipline.
  • Ability to write and speak fluently in Burmese (Essential) and English (Essential)
  • Working Experience of at least 2 years in a Customer Facing Role at a Retail Bank Branch, Customer Service Centres or in the Hospitality Industry.
  • Strong Coaching and Leadership Skills with the ability to motivate team members.
  • Polite and Professional phone voice.
  • Proficient in Microsoft Office Tools – esp.Outlook, Excel, Word and PowerPoint.
  • Knowledge on Service Centre Technologies – Telephony, Realtime Chat, Email & Complaints Management.

What We Can Offer

Benefits

* Rewards for over performance

Highlights

- An awesome company
- Join a winning team
- You can make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

AGD Bank is a private commercial bank in Myanmar. Established in 2010, it has grown to become a major driver of Myanmar’s economic development and has earned the trust of its customers as a supportive and responsible partner.
With currently 72 branches, AGD Bank is expanding its services and presence across Myanmar and aims to open its 80th branch in 2018. Our services range from personal accounts, loans, bank cards and local remittances to corporate and international banking, including business packages, foreign currency accounts and foreign exchange and overseas remittance
In particular, AGD Bank is recognised as a leading promoter of financial technology (fintech) solutions. The bank’s embrace of fintech defines its forward-looking approach, giving it a competitive edge with the launch of AGD Pay, its popular mobile payment app. Always innovating, AGD Bank is also focused on developing fintech’s potential to lower the barriers and cost of banking, making it easier for more people in Myanmar to benefit from its products and to improve financial inclusion across the country.

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Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

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