Call Center Executive

Job Description

Job Summary
The Call Center Executive is a project-based role within the Activation team. The key responsibilities are calling customers from the project's register list and accurately keying call results and customer information into the call register. This role follows approved call scripts, keeps the register complete and up to date, and reports daily call progress to the Activation Manager throughout the project.
Key Responsibilities

1. Customer Calling

• Call customers from the assigned register list in line with the project's call plan.
• Introduce the project clearly and politely, and explain its purpose to each customer.
• Ask the required questions and confirm customer details accurately during each call.
• Achieve the daily call targets set by the Activation Manager.

1. Call Scripts & Customer Communication

• Follow approved call scripts and guidelines on every call.
• Answer basic customer questions about the project and escalate questions you cannot answer to the Activation Manager.
• Handle customer concerns and complaints patiently and professionally.
• Respect customers who decline the call or ask not to be contacted again, and record their request.

1. Data Entry & Call Register

• Key in call results, customer responses, and updated contact details in the call register.
• Record call outcomes such as answered, no answer, wrong number, call back, and declined.
• Update the register immediately after each call so records are always current.
• Use the register template, codes, and format required for the project.

1. Data Verification & Accuracy

• Check the register list for missing, duplicate, or incorrect phone numbers and details before calling.
• Verify customer information during calls and correct records where needed.
• Review entered data at the end of each day for completeness and accuracy.
• Report data errors or list quality issues to the Activation Manager.

1. Follow-up & Call-back Scheduling

• Schedule and make call-backs for customers who were unavailable or asked to be called later.
• Re-attempt unreached numbers according to the project's call-attempt rules.
• Track pending, completed, and unreachable calls in the register.
• Make sure all assigned numbers are called and closed out before the project deadline.

1. Data Confidentiality & Call Quality

• Keep all customer data and register lists confidential and use them only for the project.
• Do not copy, share, or remove customer data outside the approved system or files.
• Attend the project briefing and training before calling begins.
• Accept call monitoring and feedback to maintain call quality and data accuracy.

1. Reporting & Administration

• Prepare daily call reports covering calls made, contact rate, completed records, and pending calls.
• Report progress against project targets to the Activation Manager.
• Submit the final, completed call register at the end of the project.
• Perform other related project assignments delegated by the Activation Manager.

Job Requirements

• High school diploma or above; university students or graduates are welcome to apply.
• Experience in call center, customer service, telesales, or data entry is an advantage; fresh graduates are welcome to apply.
• Clear speaking voice and a polite telephone manner.
• Ability to type quickly and enter data accurately.
• Basic computer skills, particularly Microsoft Excel and Google Sheets.
• Fluent in Khmer; basic English is an advantage. Available for the full project period.

• Key Skills & Competencies
• Clear verbal communication and active listening.
• Fast and accurate data entry.
• Attention to detail.
• Patience and politeness with customers.
• Time management and the ability to meet daily call targets.
• Reliability and responsibility for completing assigned lists.
• Confidentiality and integrity in handling customer data.

• Employee Benefits
• Competitive salary based on experience and qualifications.
• Public holidays and annual leave in accordance with Cambodian Labour Law.
• NSSF registration and coverage as applicable.
• Professional development and career advancement opportunities.

Collaborative and professional working environment.

Working Days: Monday – Friday
Working Hours: 9:00 AM – 6:00 PM
Salary Range: Negotiable based on experience and qualifications
==> Interested, candidate please kindly send your Cv to:
📩 Sereyreach@demoq.com.kh
📩 sreytho@demoq.com.kh
Tel: 011 76 18 31 / 078 585 887