Customer Care Center Manager

GeneralPosted 1 d ago

Location

Phnom Penh, KH, KH

Job Type

OTHER

Level

Lead

Work Mode

On-site

Languages

English

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About the role

Manage and monitor the planning, performance and operations of Customer Care Center to improve customer experience and meeting KPI targets.
Manage operating departmental budgets and costs according to annual allocation to ensure efficient allocation of resources, where applicable.
Develop and constantly review processes and standard operating procedures to meet the company and clients’ requirements.
Develop manpower scheduling to ensure the team is properly staffed to meet daily variable inbound/outbound call volume demands.
Monitor and evaluate inbound/outbound calls and provide coaching to improve service quality, performance and productivity.
Manage customers' issues and complaints, and ensure proper follow-up and timely resolution.
Recommend appropriate solutions/measures to improve customer experience and meeting KPI targets.
Ensure statistical information is produced, collated and analyzed to assist in evaluating the efficiency of the team and service improvement.
Conduct training for agents to ensure agents are fully trained on processes, products and system.
Collaborate with relevant departments on issues related to follow-up and action.
Establish and maintain good ing relationships with clients/customers.

Requirements

Demonstrate knowledge in customer service principles and practices.
Proven CRM and SAP knowledge.
Proven experience in call center system knowledge and environments.
Proven ability in multi-tasking and prioritizing load.
Demonstrate high attention to detail, follow-through and accuracy.
Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint).
Demonstrate fluency in English, both written and spoken.
Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions.
Demonstrate ability to handle highly sensitive and confidential information with integrity.

Required Skills

customer service principlesCRMSAPcall center systemsmulti-taskingprioritizingattention to detailfollow-throughaccuracyExcelWordPowerPointEnglishcultural sensitivitieshandling confidential informationintegrity

About DKSH

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