National Customer Services Development Specialist
Position Summary Expectations - Duties, Responsibilities
This position is for utility service.
Category: Consultant
Location: Phnom Penh with travel to the province
Schedule: Intermittent
Job Summary: Need assessment capacity building for customer service in utility billing system need assessment, customer survey,
- The successful candidate will perform the following roles and responsibilities:
- Conduct need assessment and develop customer service training program
- Develop Customer service SoP specify the varieties of customer functions for utility
- Design customer service improvement/development plan for utility service
- Prepare handle complaints and process orders for customer service
- Develop a customer follow-up plan to understand customer needs and satisfaction and assessment of customers' needs to justify the set customer service plan;
- Facilitate capacity building on customer service development, operation, and process;
- Other tasks assigned.
- The minimum qualification and experience required are:
- Master’s degree/Bachelor's degree in business administration, marketing, communication, or other related field;
- Minimum 10 years of relevant work experience, with experience in utility, urban sanitation, and water supply
- Proven record experience in customer service development/coach is an advantage;
- Previous experiences in developing and implementing customer service plans;
- Proven capacity to work in multi-disciplinary teams;
- Demonstrate keen analytical skills;
- Knowledge of the water and sanitation social dimensions/customer perspectives in Cambodia and;
- Good in written and spoken English and fluent in written and spoken Khmer.
