Manager, Customer Care & Engagement

About the role

The Manager, Customer Care & Engagement leads the customer care team for DKSH's Fast‑Moving Consumer Goods (FMCG) business in Cambodia. The role focuses on driving customer satisfaction, ensuring process compliance, and using data insights to continuously improve the customer experience.

Key responsibilities

• Supervise customer care agents to ensure adherence to SOPs and delivery of quality service.
• Monitor team activity, capacity utilization, and conduct daily briefings on urgent matters, campaigns, and promotions.
• Transition the team from manual to systematic working practices to improve data accuracy and efficiency.
• Identify performance gaps, coordinate with training to create learning plans, and conduct audits with structured feedback.
• Monitor complaint logs and ensure resolution within KPI timelines.
• Analyze service areas for improvement, prepare KPI reports, and recommend actionable enhancements.
• Serve as primary escalation point for complex issues and route them to appropriate departments.
• Build and maintain strong relationships with clients and customers to sustain engagement and trust.
• Analyze multi‑channel customer data, generate insights, and implement data‑driven recommendations.

Required profile

• Diploma or certificate in a relevant field.
• Minimum four years of experience in a similar customer care role.
• At least three years of experience in a management position.
• Solid knowledge of customer service principles and practices.

Required skills

• Proficiency with Customer Relationship Management (CRM) systems.
• Experience using SAP (Systems, Applications, and Products in Data Processing).