Smart Axiata Company Limited became a subsidiary of Axiata Group Berhad (Axiata) after it entered into a strategic merger with Hello Axiata Company Limited. The merger has resulted in the creation of the largest mobile telecommunications company in Cambodia with more than 8 active million subscribers. Smart provides mobile service in 2G, 3G, 3.5G, 4G and the latest 4G+ in all 25 provinces and cities of Cambodia. Smart is the first telecoms operator who brought 4G LTE to the Kingdom in January 2014.Smart proved to be undisputed #1 company in its operational business.

+ Knowledges: 

•  Bachelor degree in any disciplines, BBA is the advantage.
•  Able to use English proficiently.
•  Able to understand about contact center operation.
•  Very good at product, promotions, processes & CRM functions.
•  Able to use Ms.Office.

+ Skills:

•  Effective communication
•  People, Time & Task Management
•  Motivation and influence
•  Presentation & Customer service
•  Good at persuasive and encouraging staff to work hard.

+ Experiences:

•  At least 1 year experiences
•  Dealing with difficult customers and subordinates
•  Work in the big team in the contact center.

+ Behaviors:

•  Hard working, patient, honest, fair, team-work, friendly, self-discipline, and helpful.
• a Professionalism and proactive.

•  Manage group of agents under supporting of supervisor.
•  Provide information to agents on product, promotion & system issue during daily operation.
•  Handle strong complaints from customers and escalate to supervisor if it is beyond control.
•  Work with Supervisor to build training plan to improve quality and productivity of agents.
•  Receive daily requests from agents about leave and late, then record in agents daily attendance file.
•  Arrange the break schedule for agents based on headcount need.
•  Ensure the service level achievement
•  Help to resolve complaints and update the complaint record in the daily report.
•  Attend the new product/promotion done by trainers.
•  Regularly update the master list of product & promotion for agents.
•  Update on time the issue happening in the contact center such as mass complaint, network issue.etc.
•  Update the Dos& Don’ts violation cases to supervisor for next action.
•  Attend the KPIs, monthly session done by supervisor with agents.
•  Run the daily performance report & take note the poor performance for training and briefing.
•  Motivation, recognition and influence agents to perform well.
•  Do other tasks assigned by supervisor/manager.