Staff, Branch Service Quality Unit

The primary function of the position is to ensure standardized and high quality service as set by FTB can be provided for the satisfaction of our clients.

Main Duties

  • Ensure a high level of internal and external customer service.
  • Assist to investigate (and correct) customer issues and complaints relating to service quality.
  • Assist to supervise branch staff engaged in customer service to ensure reliable, high quality of customer service can be achieved, as well as reduce waiting and serving times.
  • Formulate, document and maintain service quality standards at all times.
  • Assist to conduct service quality inspection at branches on quarterly basis and produce report for management.
  • Help to conduct Root Cause Analysis to identity triggers with direct supervisor for a customer dissatisfaction and rollout/ implement trainings in co-ordination with the training team.
  • Assist to introduce, implement and monitor processes to manage change, encourage team spirit and communication between departments and across all FTB branch network.
  • Other ad-hoc tasks as requested by line manager

Job Requirements

  • Bachelor’s degree in business administration, banking, or other related fields.
  • At least 2-year experience related to customer service with Bank/MFI is preferable
  • Ability to work effectively in a team and/or time-pressured environment.
  • Organizational, time management, and strong communication skills (written and verbal).
  • Computer literacy; in particular, Microsoft Word, Excel and Power Point.

Download Job Announcement

Staff, Branch Service Quality Unit

How to Apply:

Interested applicants, please send by email attached with a cover letter and your most updated CV (with current photo) to or submit the hard copy at Our Head Office, Building No. 33 C-D, Tchecoslovaquie Blvd (169), Sangkat Veal Vong, Khan 7 Makara Phnom Penh. Only short-listed candidates will be contacted for an interview.

More information, please kindly contact phone number: 081 666 597 / 081 444 179

Please visit our website:


Head Office Branch

HR Department

Tel : +855(0)23 862 111
Fax : +855(0)23 426 108/ 426 410
Email :
Website :
Swift Code : FTCCKHPP
Address : No. 33CD, Street 169, Sangkat Veal Vong, Khan 7 Makara, Phnom Penh, Cambodia.