Customer Service Support Manager

Full Time Phnom Penh Posted 2 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, B2B partners, SME, 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.
  • 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.
  • Outbound call request coordination with internal customers (SME, EB, Sales CB, Marketing etc.)
  • Provide CS report (daily, weekly, Monthly) proposal for encasement based on report/ CSR performance.
  • Conduct UAT test & provide post launch feedback

Job Requirements:

  • 2 years or more proven working experience as a customer service Supervisor.
  • Familiarity in AVAYA / CMS systems (key requirement).
  • Ability in developing policy and procedure and training staffs.
  • Ability in monitoring & coaching customer service representatives.
  • Proficiency in MS Office applications.
  • Awareness of industry’s latest technology trends and applications.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientated.
  • Strong numerical analysis skills
  • Degree in Business Administration or related field