Head of Customer Services

COMPANY PROFILE:

World Pop Travel & Tour Co., Ltd, one of the leading Travel Agencies in Cambodia, was founded in 2001. We've been pioneering unique journeys in Asia for more than two decades. Across each of the ten countries, we operate in, we've developed in-depth tours that go far beyond the surface to reveal the heart of each destination.

KEY RESPONSIBILITIES:

• Takes charge of overall performance standard of retail sales and customer services centres and drives customer experience management to ensure best in class customer services at all stages of the customer journey, attaining highest level of customer satisfaction.
• Leads and directs all activities of retail sales and customer services in ensuring proper execution of company plan to deliver customer services objectives and sales targets.
• Leads the customer service centre personnel and ensures accurate execution of duties. Acts as a mentor to key managers to encourage their professional growth, and to ready them for the succession of higher positions in the future.
• Brings out the best of the team by working closely with HR team to rollout relevant training, coaching, development program and motivation.
• Contributes in the development of overall sales, service and marketing programs in consistent with overall company plan and consumer segment requirements.
• Leads the development and implementation of annual, seasonal and tactical customer service centre and retail sales strategy and plans. Monitors and evaluates cycle activities to propose improvement plan and execution. Locates areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
• Leads the management of sales, promotion and marketing campaigns and activities, customer retention and loyalty programs to ensure delivery of objectives. Addresses customer and employee satisfaction issues promptly.
• Monitors, evaluates and analyses market dynamics, market segmentation, business opportunities, sales performance and customer/ consumer tracking in order to provide recommendations and solutions to further enhance performance.
• Builds close working relationships with strategic partners in order to gain high levels of supports and loyalty whilst enhancing understanding of the business environment and industry dynamics.
• Leads the management budget processes of customer services and retail sales. Produces demand forecasting, sales reports, market intelligent reports in a complete, accurate, and timely manner.
• Collaborates with relevant stakeholders in ensuring accurate representation of the company and maintenance high level of business integrity in the industry and ensure compliance with legislation and internal policy.
• Provides Market information and reports on performance to ensure that the Director of Sales and Services, leadership team and relevant team members are fully informed at all times and take appropriate response actions on a timely basis.
• Keeps the team abreast of changes in the industry inclusive of legislations, regulations and ensures that all Sales transactions across the section are in legal compliance.

QUALIFICATIONS:

Education:

• Bachelors degree in Business Administration, preferably in hospitality and tourism.
  
• The equivalent of the same in practical experience is also acceptable.

Experience:

• At least 5 years of working experience in relevant fields
  
• The candidate will also be better suited with experience in travel industry.

MS Office and Software:

• Possess good computer skill, being proficient in Ms Excel, Ms Outlook, and PowerPoint, which will all be necessary for the effective performance of the creation of reports, proposals and recommendations.

Other Skills:

• Effective in handling multiple projects and meeting tight deadlines, be result and detail oriented, be self-starter, be proactive, going beyond the call of duty, be a person of high integrity, be comfortable working in a highly collaborative setting, has an ability to learn and adapt quickly, has exceptionally good problem-solving, selling and negotiation skills, be an outspoken and comfortable in dealing with major clients.
  
• Exceptionally good communication skill, portraying an ability to influence a cross-functional teams and senior leadership teams as well as stakeholders in a unified direction and with common vision.
  
• Confident yet likable and relatable individual who is able to form strong and meaningful relationship with others which will inspire trust and confidence.
  

WORKING CONDITIONS:
Monday to Friday 8:00am-12:00pm, 13:00pm-17:30pm
Saturday 8:00am- 12:00pm