Customer Service Manager (Call Center)
Job Summary
We are seeking a dedicated and experienced Customer Service Manager to lead our Call Center team. The ideal candidate will be responsible for overseeing daily activities, ensuring high-quality customer interactions, and driving team performance to exceed client satisfaction goals. This role requires strong leadership, excellent communication skills, and a customer-centric mindset.
Key Responsibilities
- Team Leadership: Supervise, coach, and mentor a team of customer service representatives to deliver efficient and courteous support.
- Performance Management: Monitor call center metrics (e.g., average handling time, first call resolution, customer satisfaction) and implement improvement strategies.
- Quality Assurance: Conduct regular call reviews and provide constructive feedback to maintain service standards.
- Scheduling & Resource Planning: Manage shift schedules, agent assignments, and ensure adequate coverage during peak days.
- Issue Resolution: Handle escalated customer complaints with professionalism and efficiency, ensuring timely resolution.
- Training & Development: Identify training needs and coordinate onboarding or refresher courses for staff.
- Reporting: Prepare daily/weekly performance reports for senior management.
- Process Improvement: Continuously evaluate workflows and suggest enhancements to increase operational efficiency.
语言要求：Khmer (Mother Tongue)
We are seeking a dedicated and experienced Customer Service Manager to lead our Call Center team. The ideal candidate will be responsible for overseeing daily activities, ensuring high-quality customer interactions, and driving team performance to exceed client satisfaction goals. This role requires strong leadership, excellent communication skills, and a customer-centric mindset.
Key Responsibilities
- Team Leadership: Supervise, coach, and mentor a team of customer service representatives to deliver efficient and courteous support.
- Performance Management: Monitor call center metrics (e.g., average handling time, first call resolution, customer satisfaction) and implement improvement strategies.
- Quality Assurance: Conduct regular call reviews and provide constructive feedback to maintain service standards.
- Scheduling & Resource Planning: Manage shift schedules, agent assignments, and ensure adequate coverage during peak days.
- Issue Resolution: Handle escalated customer complaints with professionalism and efficiency, ensuring timely resolution.
- Training & Development: Identify training needs and coordinate onboarding or refresher courses for staff.
- Reporting: Prepare daily/weekly performance reports for senior management.
- Process Improvement: Continuously evaluate workflows and suggest enhancements to increase operational efficiency.
语言要求：Khmer (Mother Tongue)
职位要求
Qualifications & Requirements
- Education: Master or Bachelor degree of Health science, or Nutrition/Dietetics (highly preferred), Hospitalization or related field.
- Experience: At least 3 years of experience in a call center leadership role.
- Compliance, Understanding of food safety standards (HACCP) and infant feeding regulations, Milk code in Cambodia.
- Proficient in call center software (e.g., 3CX).
- Excellent problem-solving and decision-making abilities.
- Ability to work under pressure and handle high-volume interactions.
- Empathetic and patient with a service-oriented attitude.
- Detail-oriented and organized.
- Positive, motivational leadership style.
Why Join Us?
- Competitive salary with performance-based incentives.
- Opportunity to grow within a dynamic team.
- Central location at KOKO Tower with modern office facilities.
- Supportive work environment that values employee development.
*We are an equal opportunity employer and welcome applications from all qualified individuals.*
- Education: Master or Bachelor degree of Health science, or Nutrition/Dietetics (highly preferred), Hospitalization or related field.
- Experience: At least 3 years of experience in a call center leadership role.
- Compliance, Understanding of food safety standards (HACCP) and infant feeding regulations, Milk code in Cambodia.
- Proficient in call center software (e.g., 3CX).
- Excellent problem-solving and decision-making abilities.
- Ability to work under pressure and handle high-volume interactions.
- Empathetic and patient with a service-oriented attitude.
- Detail-oriented and organized.
- Positive, motivational leadership style.
Why Join Us?
- Competitive salary with performance-based incentives.
- Opportunity to grow within a dynamic team.
- Central location at KOKO Tower with modern office facilities.
- Supportive work environment that values employee development.
*We are an equal opportunity employer and welcome applications from all qualified individuals.*
联系方式
- 👤 联系人：Mr. Phoung Narith
- 📞 电话：+855 12 799 283
- 📍 地址：Phnom Penh KOKO TOWER #534, St.1015, Poung Peay, Phnom Penh Thmey, Sen Sok, Phnom Penh
位置 / Google 地图
来源：网络 · 2026-08-13 17:07:19