Title:  Manager, Customer Care & Engagement

Job Summary

The Manager, Customer Care & Engagement oversees the day-to-day planning, operations, and quality management of the customer care team within DKSH's Fast-Moving Consumer Goods (FMCG) business in Cambodia. This role drives customer satisfaction and service excellence by leading team performance, ensuring process compliance, and leveraging data insights to continuously enhance the customer experience.

General Responsibilities

What You Will Deliver

• Supervise customer care agents to ensure consistent adherence to work processes and Standard Operating Procedures (SOPs) in delivering quality service
• Monitor team activity and capacity utilization to ensure all agents are fully engaged and performing as scheduled
• Conduct daily team briefings to keep agents informed on urgent matters, campaign and promotion updates, and trade announcements
• Drive the team's transition from manual to systematic working practices to improve data accuracy and operational efficiency
• Identify performance gaps within the team and collaborate with the training function to build learning calendars and individual upskilling plans
• Conduct audits on inbound and outbound calls and transactions, providing structured feedback to call center agents to drive continuous improvement
• Monitor complaints logs to ensure all issues are attended to and resolved within stipulated Key Performance Indicator (KPI) timelines
• Identify and evaluate key service areas and processes for improvement to increase client and customer satisfaction levels
• Prepare regular and ad hoc KPI performance reports, highlighting trends and recommending actionable improvements
• Serve as the primary escalation point for complex issues, ensuring timely routing to the appropriate departments for resolution
• Build and maintain strong working relationships with clients and customers to support sustained engagement and trust
• Analyze customer data from multiple channels and sources, including outbound calls, customer surveys, digital leads, outlet visits, event engagement, and internal data
• Generate data-driven insights and recommendations to enhance the overall customer experience
• Ensure data accuracy by identifying discrepancies and implementing solution-focused improvements
• Guide and develop the team to ensure effective delivery of functional goals and foster a culture of continuous learning
• Administrative duties and coordination tasks as required

Functional Skills and Knowledge

• Demonstrate knowledge in customer service principles and practices

What You Bring

• Diploma or certificate in any relevant field
• Minimum four years of experience in a similar role
• Minimum three years of experience in a management role
• Solid knowledge of customer service principles and practices
• Proven experience with Customer Relationship Management (CRM) systems and SAP (Systems, Applications, and Products in Data Processing)
• Proven experience in call center or customer service environments
• Strong ability to multitask and prioritize workload effectively in a fast-paced environment
• High attention to detail, follow-through, and commitment to accuracy
• Proficiency in office productivity tools including Microsoft Excel, Word, and PowerPoint
• Fluency in the local language; proficiency in English, both written and spoken, is an advantage
• Appreciation and respect for cultural sensitivities, particularly in cross-country and cross-cultural interactions
• Demonstrated ability to handle highly sensitive and confidential information with integrity

Why Join DKSH:

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Client and Customer Service.