Title:  Senior Manager, Customer Care & Engagement

About The Role

The Senior Manager, Customer Care & Engagement leads the daily planning, operations, and performance management of the customer care team within DKSH's Fast-Moving Consumer Goods (FMCG) business in Cambodia. This role is pivotal in ensuring service excellence, team effectiveness, and continuous improvement across all client and customer touchpoints.

What You Will Deliver

• Supervise customer care agents to ensure consistent adherence to work processes and Standard Operating Procedures (SOPs) in the delivery of quality service
• Monitor team activity and capacity utilization to ensure all agents are fully engaged and performing as scheduled
• Conduct audits on inbound and outbound calls and transactions, delivering structured feedback to agents to drive performance 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 enhancement to increase client and customer satisfaction levels
• Prepare regular and ad hoc KPI performance reports, highlighting trends and recommending actionable improvements
• Conduct daily team briefings to ensure agents are fully informed on urgent matters, campaign and promotion updates, and trade announcements
• Serve as the primary escalation point for complex issues, ensuring timely routing and resolution through the appropriate departments
• Build and maintain strong working relationships with clients and customers to support sustained engagement and trust
• Guide and develop the team to ensure effective delivery of functional goals and foster a culture of continuous learning
• dministrative duties and coordination tasks as required

What You Bring

• Diploma or certificate in any field
• Minimum three to five years of experience in a similar 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 effectively prioritize workload 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.