Train, coach and manage Call Center Team with regard to policies and procedures, including preparing monthly report of call center movement and result. Lead and organize the Call Center Team to successfully resolve Technical Issues and other enquiries Assist in the recruitment and hiring of the most qualified applications to meet the needs of the front end. Continuously mentor and coach on communication skill and being the decision maker for some problem solving related to customers complaints and concern. Be prompt to perform actions to assist EZECOM Customers. Escalate Customer Issues to the appropriate EZECOM Team when unable to resolve inside the Call Center. Identify skill gaps for staff and suggest solutions to improve their skill. Monitor Call Center Team effectiveness and keep records. Find solutions for difficult service situations and closely with Tier 2 of Call Center team. Suggest Improvement to Management. Encourage and foster a Teamwork and Knowledge Sharing environment with Staff. Well follow-up with Colleagues to provide best service to EZECOM Customers. Maintain good relationships with EZECOM Customers and Potential EZECOM Customers. Communicate professionally with EZECOM Customers (and potential Customers) Face-to-Face, Phone, E-Mail and SMS. Other tasks assigned by Manager and Head of Department

Tertiary qualifications related to the IT and or Communications fields are desirable. Ability to organize own and others schedules. Ability to work effectively in a busy environment and under pressure. Experience with Modems, Wi-Fi, TCP/IP, Routers, Switches, VPN, Firewall, Fiber Optic and other internet related technologies. Experience with common Computer Operating Systems and Internet Related Applications. eg; Microsoft Windows, Internet Explorer, E-Mail etc. Experience in a Customer Service related field of work. Ability to Solve Problems. Excellent Interpersonal and communication skills for both Khmer and English (verbal & written). Multi-language skills are preferable. Prior experience as a Team Leader or Supervisor is desirable. Punctual, Patient and Enthusiastic. Flexible to work outside of normal business hours when required. Ability to work effectively in a Team environment. Ability to learn quickly and willing to show initiative.