Customer Service Manager
Position Summary Expectations - Duties, Responsibilities
Directly Report to : Senior Manager
Department: Customer Service
Purposes of the Position
To create a business-friendly environment for zone investors-mainly manufacturers from foreign countries, operation in Cambodia, by supporting various government procedures through coordinating with different authorities, as well as helping solve daily operational issues.
Relationships
- Internal: The incumbent cooperates and works closely with the members of the Customer Service Unit as well as staffs of other units such as Engineer, HR/Admin, Recruitment, and Accounting etc. to help facilitate customers to their full satisfaction.
- External: The incumbent maintains a good relationship with representatives from various governmental institutions in the One Stop Service Center, Ministries, authorities and a close and friendly relationship with customers/tenants to make them feel at ease when asking for help.
- Roles and Responsibility
- Providing consultation to international especially Japanese investors regarding various subjects of their interests such as investment benefits in Cambodia, tax incentives from the government, various laws and regulations, and services and facilities of PPSEZ etc.
- Providing guideline to investors to go through for settling an investment in the zone by abiding by the laws and regulations of Cambodia
- Assisting investors to have a smooth establishment of the company and to start their operation on schedule by providing information about various services namely logistics, banking, food, accommodation, and transportation for workers etc.
- Coordinating with various governmental institutions at the time investors need assistance
- Supporting investors and any third party when there is any language barrier, such as providing help with the translation between Japanese-Khmer-English
- Facilitate investors’ other needs during their operation in Cambodia.
- Monitoring the Customer Service Unit team when they are going through the process of preparing documents and conducting necessary procedures for investors to acquire licenses and permits, starting from the company registration to tax holiday application etc.
- Tracking the team’s progress of various procedures being conducted for customers and keeping portfolio of the investors’ documentation
- Manualizing the procedures that investors need to go through, for the purpose of ease of work in the unit and better and faster supports to the investors
- Creating a system or an environment in which information is well shared and updated within the unit
- Monitoring, advising, and training Customer Service Unit staffs to support investors with various tasks and procedures they need help
- Other tasks assigned by the Senior Manager and Management team
- Qualifications and Skills Required
- At least 5 years’ experience working.
- Good writing & speaking in Japanese.
- Good writing & speaking in Khmer & English
- Good negotiation and influencing skills.
- Good interpersonal skills.
- High motivation, willing to work hard and can work under pressure.
