• Train, coach and manage Call Center Team with regard to policies and procedures, including preparing monthly report of call center movement and result.
• Lead and organize the Call Center Team to successfully resolve Technical Issues and other enquiries
• Continuously mentor and coach on communication skill and being the decision maker for some problem solving related to customers complaints and concern.
• Be prompt to perform actions to assist PassApp Customers.
• Escalate Customer Issues to the appropriate PassApp Team when unable to resolve inside the Call Center.
• Identify skill gaps for staff and suggest solutions to improve their skill.
• Monitor Call Center Team effectiveness and keep records.
• Suggest Improvement to Management.
• Encourage and foster a Teamwork and Knowledge Sharing environment with Staff.
• Well follow-up with Colleagues to provide best service to PassApp Customers.
• Maintain good relationships with PassApp Customers and Potential PassApp Customers.
• Communicate professionally with PassApp Customers (and potential Customers) Face-to-Face, Phone, E-Mail and SMS.
• Other tasks assigned by Manager and Head of Department

• Ability to organize own and others schedules.
• Ability to work effectively in a busy environment and under pressure.
• Experience with common Computer Operating Systems and Internet Related Applications. eg; Microsoft Windows, Internet Explorer, E-Mail etc.
• Experience in a Customer Service related field of work.
• Ability to Solve Problems.
• Excellent Interpersonal and communication skills for both Khmer and English (verbal & written). Multi-language skills are preferable.
• Prior experience as a Team Leader or Supervisor is desirable.
• Punctual, Patient and Enthusiastic.
• Flexible to work outside of normal business hours when required.
• Ability to work effectively in a Team environment.
• Ability to learn quickly and willing to show initiative.