Customer Service Support Manager Full-time Job

Main Responsibilities:

• Lead customer service support & back office team.
• Execute – Customer experience enhancement plan assigned by Manager or Head.
• Monitor and measure customer experience in every touch points (traditional & digital), including end-user, WCX, MSF, B2B partners, SME, internal and external customers by doing internal & external survey, service monitoring, listening calls.
• Regularly conduct the products knowledge test to all customer service representatives with proper development plan.
• Observe and monitor the implementation of customer service policy and procedure.
• Post assessment feedback & coaching, policy & process review, call & service monitoring, QA for each CSR.
• Outbound call request coordination with internal customers (SME, EB, Sales CB, Marketing etc.)
• Provide CS report (daily, weekly, Monthly) proposal for encasement based on report/ CSR performance.
• Conduct UAT test & provide post launch feedback

Job Requirements:

• 2 years or more proven working experience as a customer service Supervisor.
• Familiarity in AVAYA / CMS systems (key requirement).
• Ability in developing policy and procedure and training staffs.
• Ability in monitoring & coaching customer service representatives.
• Proficiency in MS Office applications.
• Awareness of industry’s latest technology trends and applications.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientated.
• Strong numerical analysis skills
• Degree in Business Administration or related field

Wing is a specialized bank where you can focus on the fields you excel at, or try something new. Electronic payment promises endless opportunities.
At Wing, we take pride in our work. Even better, excellent performance is rewarded. Being a part of Wing is so much more than a job. We reach out to change Cambodia for the better, and give back to the communities where we do business.