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IT Service Manager

Company Asean-Works
Posted 14-01-2022
Closing date 14-04-2022
Term Full time
Category IT
Location Phnom Penh
Salary USD -- USD
Year of Experience
Number of hire
Sex Male/Female
Job level
Job Responsibilities:
• Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned
• Develop and maintain updated Customer Service department policies and procedures and Manual
• Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers
• Recommend changes to products or services to fulfill customer needs
• Total involvement with training, communication and development of all Customer Service personnel
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim
• Create solutions that positively impact the service, efficiency, and productivity
• Manage all Customer Service activities and staff competencies to optimize and sustain performance, profitability, cost controls, and customer satisfaction
• Ensure standards of quality are maintained; set targets for employee performance and monitor progress
• Resolve customer complaints via phone, email
• Supervise day-to-day operations in the customer service department
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team
• Hire and train new customer service agents
• Develop of ways to improve the level of satisfaction
• Communicating with internal teams to discuss sales targets
• Leading and motivating a team of staff to ensure they provide the best possible customer service.
• Enforces company policies and procedures
• Implements production, productivity, quality, and customer-service standards
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• oversee the achievement and maintenance of agreed customer service levels and standards
• Review customer complaints and track customer complaint resolution
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement customer service growth strategies
• Manage and track customer orders from purchase to final shipping
• Provide administrative and operational assistance to ensure smooth product delivery to customers
• Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc
• Implement strategic plans to improve customer service and company’s revenue
• Manage and monitor daily working of customer service team
• Coordinate activities with all other functions of the department
• Record, organize, and file customer interactions and product changes
• Maintain a professional workspace and workflow.
• Analyzing important management information to ensure customers are being properly treated
Job Requirements:
• Bachelor Degree in Business Administration, IT or related filed.
• At least 2 years experience working in traveling industry or as a professional sales.
• Excellent selling services, communication and negotiation skills
• Proficiency Microsoft word, Excel & Power point
• Honest, friendly, patient, flexible, and reliable person
• Good command of English
• Excellent verbal and written communication skills
• A thorough knowledge of the product or service the company they work for is offering
• Efficiency and organisational skills
• Administrative skills
Contacts:
Contact Person
Website http://asean-works.com
Address #250-252 Monivong Blvd, Sangkat Boeung RaingKhan Doun Penh, Phnom Penh, Cambodia.
Phone 017577022/092768885
Email careers@ptc-computer.com.kh