CSM（客服经理）/ Customer Service Manager

工作职责： Job Responsibilities: 1. 全面负责波羅旺广场项目的客户服务管理工作，制定并实施客服管理计划； Be fully responsible for the customer service management of the Provine Square project, formulate and implement the customer service management plan; 2. 客户关系维护、优化服务质量、处理突发事件、提高客户体验； Maintain customer relationships, optimize service quality, handle emergencies, and improve customer experience; 3. 收集并及时处理商户欠费及应收账款； Collect and promptly process merchant arrears and accounts receivable; 4. 负责客服团队的管理及培养并制定管理考核流程，组织并培训团队定期学习物业管理政策、法规及客户服务技巧； Responsible for the management and training of the customer service team and the formulation of management assessment procedures, organizing and training the team to regularly learn property management policies, regulations and customer service skills; 5. 跨部门协作能力；统筹各类服务供应商，确保物业服务标准的统一与执行； Cross-departmental collaboration capabilities; coordinate various service providers to ensure the unification and implementation of property service standards; 6. 数据分析能力，监控商户的各项数据并分析汇总报告，为管理层提供决策支持； Data analysis capabilities, monitoring merchants' data and analyzing summary reports to provide decision support for management; 7. 负责客户档案管理； Responsible for customer file management;
任职要求： 学历及语言要求：大学及以上学历，酒店管理、物业管理、市场营销等相关专业优先，柬埔寨籍并且擅长中文（听说读写）人员优先，女性优先； 经验要求：3-5年以上物业客服或酒店管理经验，3年以上团队管理经验； 专业技能：熟悉物业管理相关法规及行业标准，具备优秀的客户服务意识，熟练使用办公软件，具备良好的文案撰写及报告分析能力，具备一定的数据分析能力，能通过数据驱动服务优化； 管理能力：具备良好的团队及部门间的管理及沟通能力、应变能力及冲突处理能力； 服务意识：客户服务意识强，能够有效提升商户及顾客满意度； 其他要求：具备良好的沟通能力、抗压能力及解决问题的能力，工作积极主动，责任心强。
Job requirements: Education and language requirements: Bachelor degree or above, hotel management, property management, marketing and other related majors are preferred, Cambodian nationals who are good at Chinese (listening, speaking, reading and writing) are preferred, and women are preferred; Experience requirements: 3-5 years of experience in property customer service or hotel management, 3 years of experience in team management; Professional skills: Familiar with property management-related laws and regulations and industry standards, excellent customer service awareness, proficient in office software, good copywriting and report analysis skills, certain data analysis skills, and the ability to drive service optimization through data; Management ability: Have good team and inter-department management and communication skills, adaptability and conflict resolution capabilities; Service awareness: Strong customer service awareness, which can effectively improve merchant and customer satisfaction; Other requirements: Have good communication skills, stress resistance and problem-solving skills, be proactive and responsible.

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