ABOUT THE JOB

ABOUT THE COMPANY:

A leading scientific solutions sector, specializing in advanced POS systems and services.

ABOUT THE ROLE:

The Customer Service Supervisor is a pivotal leadership position responsible for overseeing all daily support operations, supervising the team, managing complex escalations, and ensuring efficient service delivery to drive high customer satisfaction.

WHAT YOU WILL DO:

• Supervise and manage daily customer service operations across all channels (chat, phone, email) to ensure team tasks are completed efficiently.
• Monitor team metrics to guarantee adherence to SLAs and established response time benchmarks.
• Implement coaching, training, and onboarding programs to elevate product knowledge and maintain high customer care standards.
• Serve as the primary escalation point for high-priority or complex customer inquiries, ensuring timely and accurate resolution.
• Collaborate with Product, Engineering, and Technical Support teams to expedite the resolution of software and platform-related concerns.
• Conduct regular interaction reviews, provide structured feedback, and enforce SOPs to drive process efficiency and continuous quality improvement.
• Maintain the knowledge base and internal documentation to streamline support processes.
• Utilize ticketing systems (e.g., Freshdesk, Zendesk) to generate comprehensive reports on KPIs (CSAT, resolution time) for management review.

WHAT YOU SHOULD HAVE:

• Minimum 3 years in customer service, with at least 1 year in a supervisory or team lead capacity.
• Strong preference for experience supporting SaaS or enterprise technology products.
• Bachelor's degree in Business, IT, Communication, or a related field.
• Excellent verbal and written proficiency in both Khmer and English is required.
• Proven ability in conflict resolution, problem-solving, and strong interpersonal communication.
• Expertise using helpdesk/ticketing systems (e.g., Zendesk) and CRM tools.
• Familiarity with troubleshooting and the ability to translate user needs into clear technical requirements for development teams.

Skills Required

• Analytical
• Attention to detail
• Communication skills
• Leadership skills
• Training and development

About Company

Cambodia's Leading Executive Search and HR Solutions Partner. At Ajip Consulting, we are more than just an executive search & recruitment firm - we bridge talent with opportunity across Cambodia's dynamic business landscape. With deep local insights and global best practices, we deliver exceptional executive search, recruitment, and agile HR solutions. Founded with a vision to transform Cambodia's human resource landscape, we combine deep local market knowledge with international best practices to deliver outstanding business results.