Manager, Customer Care & Engagement

About the role

The Manager, Customer Care & Engagement leads the daily operations of the customer care team for DKSH's 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 agents to ensure adherence to SOPs and quality standards, conduct daily briefings and monitor capacity utilization.
• Transition the team from manual to systematic practices, conduct audits, and provide structured feedback for continuous improvement.
• Analyze complaints, prepare KPI reports, and serve as escalation point for complex issues.
• Build strong relationships with clients and customers, and generate data‑driven insights from multiple channels.

Required profile

• Diploma or certificate in a relevant field.
• Minimum four years in a similar customer care role and three years in management.
• Strong knowledge of customer service principles, ability to handle confidential information, and cultural sensitivity.

Required skills

• Proficiency with CRM systems and SAP.
• Advanced use of Microsoft Excel, Word, and PowerPoint.