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Customer Liaison Officer

Customer Liaison Officer works as a member of Customer Liaison Team and reports to CEO of ThitsaWorks and is responsible for the following:

 

Responsibilities:

  • Provide technical and non-technical product support to staff of microfinance institutions who are using ThitsaWorks solutions.

  • Provide training and presentations on the use of ThitsaWorks solutions to manage their daily operations.

  • Monitor and respond to incoming customer support requests via phone or ticketing system.

  • Support new ThitsaWorks team members to learn about microfinance operations and ThitsaWorks solutions.

  • Advise MFIs on new and improved workflow or business processes using ThitsaWorks solutions.

  • Troubleshoot reported bugs, and review feature requests and specify user requirements clearly for the business analysts and software developers.

  • Build relationships with stakeholders in microfinance institutions. 

  • Maintain a customer relationship management database.

  • Increase overall customer satisfaction by meeting and exceeding customer support metrics and service levels.

  • Communicate clearly to both technical and non-technical people.

  • Achieve high levels of customer satisfaction.

  • Achieve expert working knowledge of ThitsaWorks solutions (ThitsaWorks will provide training).

 

Competencies:

  • Exceptional client orientation skills.

  • Strong team player.

  • Effective written and verbal communication skills.

  • Strong analytical and critical thinking skills.

  • Excellent organization and time management skills.

Requirements:

  • A bachelor degree.

  • Minimum of two years working in customer support, preferably in software support or in an operational role within the microfinance industry.

  • Experience in Myanmar microfinance or business development background and an extensive network within the Myanmar microfinance or broader financial sector is an advantage.

  • Previous experience working with and troubleshooting enterprise software tools.

  • Technical/support background and understanding of microfinance/accounting is a plus.

  • Independent, innovative, self-starter and go-getter: an entrepreneurial mindset with a great personality; start-up experience is a bonus.

  • Good leadership skill, be a team player and is able to work under pressure with minimal supervision.

  • Ability to communicate in both English and Myanmar.

  • Strong business acumen, communication and presentation skills.

  • Ability to prioritize, meet challenging deadlines and perform under pressure.

  • Flexible and adaptable to work in a high-paced startup environment.