Position Summary
We are seeking an experienced Customer Service Manager to oversee and improve customer service operations. The ideal candidate will lead a team, manage after-sales service, and ensure high customer satisfaction while aligning service operations with company goals and performance KPIs.
Key Responsibilities
1. Planning & Organization
- Set department goals, budgets, and strategies in line with company objectives.
- Plan and manage customer service operations, including service cost control and KPI achievement.
- Establish and implement CS policies, work standards, and improvement initiatives.
2. Team Management & Service Operation
- Supervise and coach customer service staff and authorized service centers (ASC).
- Handle customer complaints and urgent cases with timely and professional response.
- Strengthen relationships with ASC, distributors, and internal departments.
- Develop team competencies and ensure smooth coordination between warehouse, spare parts, and service functions.
- Coordinate with factories for quality control and product information.
- Conduct training on product installation and troubleshooting.
3. KPI Control & Performance Improvement
- Monitor and improve key performance indicators:
Average TAT, PSR, MOI, M/Z rank parts, NPS, call center performance, and service expenditure. - Analyze performance trends, identify issues, and implement corrective actions.
- Review ASC performance and conduct regular evaluation meetings.
4. Reporting & Analysis
- Prepare and submit KPI reports, Kodomae (in-warranty cost), monthly CS and ASOM reports.
- Generate SAP reports for inventory closing, stock cycle counts, and discrepancies.
- Provide analysis and improvement recommendations to management.
Requirements
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum 5 years of experience in customer service or after-sales operations, with at least 2 years in a managerial role.
- Strong knowledge of SAP system, Salesforce system, service KPIs, and spare parts management.
- Excellent leadership, analytical, and problem-solving skills.
- Proficient in MS Office (Excel, PowerPoint, Word).
- Good communication skills in English and Khmer.
- Detail-oriented, responsible, and capable of working under pressure.
Benefits & Allowances
-
Provided according to Cambodia Labour Law.
Working Conditions
- Working Days: Monday – Friday, Saturday (Rotation)
- Working Hours: 8:00 AM – 5:00 PM
HOW TO APPLY / របៀបដាក់ពាក្យ
📧 Send your CV:
Telegram: https://t.me/camupjob | 010 777 221
Email: mk@camupjob.com
📞 More info: 010 777 830
Job ID: BR-251013-03