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Service Manager

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HRINC (Cambodia) Co., Ltd

HRINC is the leading provider of HR Services to the Cambodia market and expanding to the South East Asia region.  We support multinational companies and leading ASEAN conglomerates and SMEs with their Human Resource needs, from consulting and market intelligence, to outsourcing and compliance as well as recruitment.


Job details

Job title: Service Manager
Job code:
Salary Type: Competitive
Sector: Private Sector
Industry: Retail / Trading / Distribution
Minimum salary: 0
Maximum salary: 0
Job Level: Experienced Professional (3 – 5 years’ experience)
Job type: Full-Time
Country: Cambodia
Location: Phnom Penh
Job Category/ Job Function: Customer Service
Description:

Job Responsibilities:

  • Create and achieve strategic goals for the service organisation, which includes an annual operating budget and Marketing plan to promote new and repeat business like service contracts & machine rental.
  • Establishes successful service organisation in your country of responsibility.
  • Identifies ways to increase service turnover, profitability and efficiency.
  • Takes the lead in transforming the After Sales Service into a revenue generating organisation.
  • Able to analyse the financial situation of the service organisation and identify areas for profitability improvements and taking corrective actions in controlling expenses without sacrificing service quality and customer satisfaction.
  • Monitoring of the established KPIs and to take the necessary actions to achieve the set targets.
  • Actively analyses the service requirements in your country of responsibility and expand the service networks via the establishment of Kärcher service centres,
  • service points and/or appointment of service dealers whichever is appropriate.
  • Supervises a team of service engineers and back office support staff on daily operations, motivates them and constantly upgrades their skills through relevant trainings.
  • Must be able to coordinate and lead the customer centric after sales customer service centre and the efficiency driven workshop.
  • Delivers highest level of customer satisfaction by ensuring fast response times and high quality repairs.
  • Ensures that the quality of repairs and the delivered service meets the company’s established standards both internally and that of the service dealers.
  • Be able to analyse work flows in both organisations, to recognize fields for improvements and to execute the according changes.
  • Responsible for warranty processes both internally and that of service dealers.
  • Manages spare parts stocks at optimum level to achieve efficient service standards.
  • Keeps up to date with all internal and external product news and ensures that all relevant information is passed on to all stakeholders.
  • Liaising very closely with the Sales and Operations organisations to provide a smooth customer experience.
  • Conducts regular audits of service dealers to ensure that standards are followed.
  • Hiring and supervising all service organisation personnel, as well as monitoring their performance in servicing customers.

Job Requirements:

  • Diploma or Degree in Engineering and Management.
  • Proficiency in written and spoken English is a must.
  • Must have at least 5 years of experience as a Service or Technical Manager in an MNC.
  • Must have 3 – 5 years of experience as a Customer Service Manager in an MNC.
  • Prior experience in cleaning equipment or automotive or consumer electrical/electronic goods is necessary.
  • Require strong communication skills to deal with customers and dealers on escalated complaints.
  • Successful track record in improving and streamlining processes.
  • Strong customer service orientation.
  • Strong financial analytical skills of the service performance.
  • Possesses strong understanding of KPIs to control the service organisation and to derive measures to identify areas for improvements.
  • Must be pro-active and independent in his/her work.
  • Able to work independently and perform under pressure.
  • Ability to work well across organisations and find the best possible processes and solutions for the customer.
  • Good PC skills, particularly in MS-Office. Knowledge of SAP and CRM is a requirement.

How to Apply:

Interested and qualified applicant may request to update their CV and send to below address;
  • Email: SEN.Chanto@hrinc.com.kh/ HRINCRecruitment@hrinc.com.kh
  • Contact person: Mr. SEN Chanto
  • Contact Number: 023 211 437/ 089 507 577
Status: Approved
Deadline: 2019-10-31 17:30:00
Premium job: No
Employer: HRINC (Cambodia) Co., Ltd
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