Customer Resolution Officer

Job Purpose

Take end-to-end ownership of escalated customer cases and coordinate with relevant teams to deliver accurate resolution within the agreed SLA before closure.

• Shift A : 6:00 AM-2:00 PM
• Shift B : 2:00 PM-10:00 PM

Job Responsibilities

• Receive and review escalated cases from the Contact Center, Shops, Chat and other customer touchpoints.
• Validate case information, investigate the issue and identify the root cause.
• Resolve cases directly when the required information, authority and system access are available.
• Coordinate with IT, Network, Finance, Commercial and other specialist teams when additional support is needed.
• Track cases through resolution and proactively follow up on pending actions and overdue items.
• Keep customers and frontline teams updated on case status and expected resolution time.
• Maintain complete, accurate and clear ticket documentation and confirm resolution before closure.
• Identify recurring issues and recommend improvements to reduce repeat complaints and unnecessary escalations.
• Follow data privacy, security, complaint-handling and operational procedures.

Job Requirements

• Education: Relevant diploma or bachelor’s degree in Business, Customer Service or a related field is preferred. Relevant practical experience may also be considered.
• Experience: Relevant experience in customer service, Contact Center, Back Office, complaint handling or service operations. Knowledge of customer journeys, products, ticket management, SLAs and case-closure requirements is preferred.
• Skill: 
  • Customer focus, empathy and professional communication
  • Strong investigation, problem-solving and root-cause analysis
  • End-to-end ownership and attention to detail
  • Ability to prioritize urgent or high-impact cases
  • Good teamwork and cross-functional coordination
  • Resilience and calm handling of difficult or sensitive cases
  • Basic reporting and Microsoft Office skills
  • Good written and verbal communication in Khmer and English
  • Ability to work in shifts