Customer Service Agent
Position Summary Expectations - Duties, Responsibilities
This position is for English speaker.
Reporting to: Supervisor/Centre Manager
Location: Vattanac Capital Tower, Phnom Penh, Cambodia
- Responsibilities:
- Handle day-to-day Visa Applications in compliance with Standard Operations Procedures
- Works at the welcome desk;
- Consult applicants during self-service registration, payment and queuing processes;
- Accepts and checks the documents;
- Accepts payment of fees and additional services;
- Accepts biometric data of the applicants;
- Controls quality of submitted documents;
- Transfers and receives documents to / from the visa sections of clients;
- Returns documents to the applicant;
- Organizes and provides Apply Anywhere service;
- Provides services for completing visa application forms;
- Processes data at the visa sections of clients;
- Follow an established and defined filing and administration process, guided by a computer-based system
- Ensure engagement with applicants provides a first-class service, and positive customer experience
- Flag to VAC Management applications that may give rise to concern
- Handle customer complaints an assertively, and efficiently
- Handle problem customers assertively and diplomatically
- Support the provision of healthy and safe working environment through good personal and team practices
- Support VAC initiatives to support the ongoing improvement of business performance
- Support colleagues to develop and implement continuous improvement initiatives
- Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit
- Ensure cleanliness and order at the workplace in accordance with internal regulations of the company.
- Maintain strict confidentiality of technological, financial, commercial and other information received in connection with the performance of his / her duties, and takes all possible measures to protect the information received from disclosure.
- Attend all staff meetings, mandatory trainings conducted by the Employer, participates in asset inventories and other activities that are mandatory for employees, as decided by the management.
- Travel up on request for the other locations to provide customer service.
- KPIs for the Role:
- Meet/exceed agreed customer service metrics
- Meet/exceed agreed Visa Application handling metrics
- Continuous performance improvement against a dashboard of VAC and personal performance standard.
- Qualifications:
- University graduate (or equivalent)
- Experiences:
- Experience of work with documents or customer service is an advantage
- Working within a Visa Application Center or Public Sector is an advantage
- Skills and abilities:
- English level – upper intermediate and above (speaking/reading/writing) is required; other foreign language is a plus
- Experienced MS Office user
- Detail oriented, initiative, open mind
- Good communication skill, active listener, patient to customers
- Fast learner, ability to work under pressure
- Strong team player
Customer Service Agent
Position Summary Expectations - Duties, Responsibilities
This position is for French speaker
Reporting to: Supervisor/Centre Manager
Location: Vattanac Capital Tower, Phnom Penh, Cambodia
- Responsibilities:
- Handle day-to-day Visa Applications in compliance with Standard Operations Procedures
- Works at the welcome desk;
- Consult applicants during self-service registration, payment and queuing processes;
- Accepts and checks the documents;
- Accepts payment of fees and additional services;
- Accepts biometric data of the applicants;
- Controls quality of submitted documents;
- Transfers and receives documents to / from the visa sections of clients;
- Returns documents to the applicant;
- Organizes and provides Apply Anywhere service;
- Provides services for completing visa application forms;
- Processes data at the visa sections of clients;
- Follow an established and defined filing and administration process, guided by a computer-based system
- Ensure engagement with applicants provides a first-class service, and positive customer experience
- Flag to VAC Management applications that may give rise to concern
- Handle customer complaints an assertively, and efficiently
- Handle problem customers assertively and diplomatically
- Support the provision of healthy and safe working environment through good personal and team practices
- Support VAC initiatives to support the ongoing improvement of business performance
- Support colleagues to develop and implement continuous improvement initiatives
- Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit
- Ensure cleanliness and order at the workplace in accordance with internal regulations of the company.
- Maintain strict confidentiality of technological, financial, commercial and other information received in connection with the performance of his / her duties, and takes all possible measures to protect the information received from disclosure.
- Attend all staff meetings, mandatory trainings conducted by the Employer, participates in asset inventories and other activities that are mandatory for employees, as decided by the management.
- Travel up on request for the other locations to provide customer service.
- KPIs for the Role:
- Meet/exceed agreed customer service metrics
- Meet/exceed agreed Visa Application handling metrics
- Continuous performance improvement against a dashboard of VAC and personal performance standard
- Qualifications:
- University graduate (or equivalent)
- Experiences:
- Experience of work with documents or customer service is an advantage
- Working within a Visa Application Center or Public Sector is an advantage
- Skills and abilities:
- French and English level – upper intermediate and above (speaking/reading/writing) is required; other foreign language is a plus
- Experienced MS Office user
- Detail oriented, initiative, open mind
- Good communication skill, active listener, patient to customers
- Fast learner, ability to work under pressure
- Strong team player
