Call Centre Supervisor

Full Time Phnom Penh Posted 3 weeks ago

Customer Experiences

Main Responsibilities:

  • Lead customer service support & back office team.
  • Execute – Customer experience enhancement plan assigned by Manager or Head.
  • Monitor and measure customer experience in every touch points (traditional & digital), including end-user, WCX, MSF, Corporate Solution partners, IMT, internal and external customers by doing internal & external survey, service monitoring, listening calls.
  • Regularly conduct the products knowledge test to all customer service representatives with proper development plan.
  • Develop accessible knowledge base portal for Call Centre and Retail Store
  • Observe and monitor the implementation of customer service policy and procedure
  • Post assessment feedback & coaching, policy & process review, call & service monitoring, QA for each CSR.
  • Request outbound call coordination with internal customers (SME, EB, Sales CB, Marketing etc.)
  • Provide CS report (daily, weekly, Monthly) proposal for encasement based on report/ CSR performance.

Job Requirements:

  • Degree in Business Administration, Sales & Marketing, or other related fields
  • Has at least 02 years or more proven working experience as a customer service Supervisor
  • Customer Service/Communication Skills
  • Leadership Skills
  • Problem-Solving Skills, Strong numerical analysis skills
  • Good command in English
  • Proficiency in MS Office applications
  • Advanced troubleshooting and multi-tasking skills
  • Excellent organizational and leadership skills with a problem- solving ability
  • Customer oriented. Productivity & efficiency, accuracy of work