1404_Customer Support Manager

Company

JOBRIDGE   

type

Private Limited Company

Industry

Human Resources/Consultancy

employees

<10

Location

Phnom Penh

Level

Top

Term

Full Time

Year of Exp.

5

Function

Information Technology

Hiring

1

Industry

Information Technology

Salary

Negotiable

Qualification

Bachelor Degree

Sex

Male/Female

Language

English-- Excellent   

Age

25 ~ 45

Location

Phnom Penh;

Publish Date

Oct-10-2015

Closing Date

Nov-09-2015
  Guarantees proper implementation of service SLAs with customers by
overseeing, channeling and prioritizing automated warnings and update advisorie
overseeing, channeling and prioritizing incidents and issues reported in Web Essential's tracking system (JIRA)
Determines customer service requirements by maintaining regular contact with customers ensuring customer concerns are addressed in a timely and satisfactory manner by the CST
Manage CST team members including Performance Management to identify, track and build the capacity and productivity of each team membe
Mentor and motivate team members to achieve CST targets and individual Key Performance Indicators (KPIs)
Fosters continuous, productive relationships with customers and the CST
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
Ensure best practices for customer-service including conflict resolution, problem solving, identifying customer service trends, determining continuous improvement and implementing change
Manages support project initiatives from Sales and oversees the profitability of these support projects
  - Degree in software development with at least 5 year's experience in a development team
- At least 3 year's experience in a work-flow control/triage role with the ability to quickly identify, estimate and allocate resources to ensure timely issue resolution/outcomes
- At least 3 year's experience managing a small team
- Experience with Agile Development (Scrum, Kanban) or other Issue/Project Tracking software
- Strong experience in Confluence or other Knowledge Base Management software
- At least 3-4 years of professional working experience dealing with local and international clients
- Excellent customer service and customer service processing
- Working knowledge of web development products or other similar products

Desirable:
- Degree in sales/marketing/IT or other related fields
- Experience in IT support
- Professional experience with project management
- Good decision making and experience with process improvements
- Ability to look at multi-disciplinary functions with the “Big Picture” perspective

We offer:
- Cutting edge enterprise projects
- Professional and international working environment
- Competitive remuneration
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Contact Person

Mr. Lim Kokheng/ Mr. Jong

Phone

017 554 475 / 016 735 533

Email

[email protected]

Website

Address

112DA, St.167, Phnom Penh, Cambodia (Near Mlob Svay 99 Restaurant, Chinese Embassy)