Customer Service Manager

Phnom Penh - Cambodia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Industry: Electronics

Job Summary:
Responsible for leading and managing the Customer Service Department to ensure efficient after-sales operations service quality and customer satisfaction. This role involves setting departmental goals and budgets managing customer service teams and authorized service centers handling customer issues and coordinating with factories and internal departments. The manager monitors key performance indicators (KPIs) analyzes performance trends and drives continuous improvement initiatives.

Job Responsibility:

Planning & Organization

Set departmental goals budgets and strategies aligned with company objectives.
Manage customer service operations ensuring cost control and KPI achievement.
Develop implement and improve customer service policies standards and procedures.

Team Management & Service Operations

Supervise and coach customer service staff and authorized service centers (ASCs).
Handle customer complaints and urgent issues promptly and professionally.
Strengthen collaboration with ASCs distributors and internal departments.
Enhance team capabilities and ensure effective coordination between warehouse spare parts and service functions.
Coordinate with factories for product quality control and technical information.
Conduct training sessions on product installation and troubleshooting.

KPI Control & Performance Improvement

Monitor and enhance key service performance metrics including TAT PSR MOI M/Z rank
parts NPS call center efficiency and service expenses.
Analyze performance trends identify root causes and implement corrective measures.
Review and evaluate ASC performance regularly to ensure service excellence.

Reporting & Analysis

Prepare and submit KPI reports in-warranty cost reports (Kodomae) and monthly CS/ASOM
reports.
Generate SAP reports for inventory management stock cycle counts and discrepancy analysis.
Provide data-driven insights and recommendations to management for continuous improvement.

Qualifications:

Bachelors degree in Business Administration Management or a related field.
Minimum 5 years experience in customer service or after-sales operations including at least 2 years in a managerial role.
Strong knowledge of SAP Salesforce service KPIs and spare parts management.
Excellent leadership analytical and problem-solving skills.
Proficient in Microsoft Office (Excel PowerPoint Word).
Strong communication skills in both English and Khmer.
Detail-oriented responsible and able to work effectively under pressure.

Industry: ElectronicsJob Summary: Responsible for leading and managing the Customer Service Department to ensure efficient after-sales operations service quality and customer satisfaction. This role involves setting departmental goals and budgets managing customer service teams and authorized servic...