The core purpose of this role is to provide consistent, high quality customer service for Customer, who value long term relationships and buy customized processes and solutions. The Customer Service associate will be the first point of contact for all queries related to the Customer.

We are looking for 2 Customer Service Executives to be based at Phnom Penh or Sihanoukville. The incumbent will be responsible as

• DEM Collection focal contact point at counter
• Be the primary and first contact point for the Customer
• To provide the highest level of service to the Customer

• Attend to customer requests and all issues related Import cargoes via call, email, fax and any possible channels within agreed timelines for DMR calculation
• Work on Freetime extension and DMR collection for customers with high accuracy and timeliness
• Attend daily payment application
• D/O preparation and D/O release
• Closely coordinate with Finance and Global Service Centers (GSC) team for collection reconciliation
• Provide feedback for further improve
• Reach out timely to other destinations and functions in order to have timely coordination on solution offering to customers, if required
• Coordinate within Customer Service Team on Customer Service performance improvement plan, follow up, action plan to improvement and target achievements
• Perform other tasks as assigned by Supervisor, Customer Service Manager or MCC TDO blueprint
• Work overtime as per task distribution and as required
• Participate in project implementation as additional assignment when required

• Creating a second to none service experience for the Customer with “can do” attitudes
• Assisting customer with selecting the right product for their needs and suggest alternatives if appropriate
• Be able to take ownership of the issues and perform problem resolution to the customer’s satisfaction. Working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership
• Respond to external and internal requests at fastest or within expected timeline
• Actively contribute initiatives to support process improvements
• Timely report to Supervisor, Customer Service Manager if any problems or potential problems, risks, service failure
• To coordinate with other departments to support the Service Delivery success
• Provide accurate, detailed and complete information “the first time and every time”