Description

Position Overview • Position Title: Customer Service Supervisor – After-Sales Service • Company: AION Cambodia • Department: After-Sales Service Department • Location: Phnom Penh, Cambodia • Reports To: After-Sales Manager / Head of Service Job Purpose The Customer Service Supervisor for After-Sales plays a pivotal role in ensuring an exceptional ownership experience for AION Electric Vehicle (EV) customers. This role is responsible for overseeing the frontline after-sales customer service team, managing customer inquiries and complaints, streamlining service workflows, and maintaining high levels of customer satisfaction (CSI). As AION scales its market presence, this position ensures that service delivery aligns with international brand standards and supports long-term customer retention. Key Responsibilities 1. Team Leadership & Supervision • Supervise, mentor, and monitor the daily performance of after-sales customer service representatives, service advisors, and reception staff. • Coordinate staff schedules and workstation assignments to ensure seamless coverage during operating hours. • Conduct regular training sessions for the team focusing on EV product knowledge, communication skills, and conflict resolution. 2. Customer Relationship & Complaint Management • Act as the primary escalation point for complex or sensitive customer complaints regarding vehicle repairs, maintenance, or warranties. • Intervene directly to resolve critical customer issues professionally and diplomatically, ensuring mutually agreeable solutions. • Follow up on customer feedback and implement corrective actions to prevent recurring service issues. 3. Operations & Workflow Coordination • Collaborate closely with technical workshop supervisors, parts inventory teams, and technicians to ensure accurate timelines for vehicle servicing and repairs. • Oversee the service booking and scheduling system to optimize workshop capacity and minimize customer wait times. • Ensure all customer interaction records, service histories, and warranty claims are meticulously documented in the CRM system. 4. Quality Assurance & Reporting • Track, analyze, and report on key performance indicators • Conduct post-service follow-up surveys to gauge customer satisfaction and generate weekly/monthly reports for management. Job Requirements • Education: Bachelor’s degree in Business Administration, Hospitality, Engineering, or a related field. • Experience: Minimum of 2–3 years of experience in customer service, with at least 1 years in a supervisory or team lead role, ideally within the automotive industry (After-Sales/Service Center). Experience with Electric Vehicles (EVs) or premium automotive brands is highly advantageous. • Languages: Fluency in Khmer and English (written and spoken) is required. Proficiency in Chinese (Mandarin) is a strong asset due to coordination. • Skills & Competencies: o Strong leadership, emotional intelligence, and people management skills. o Exceptional conflict resolution and negotiation capabilities. o Familiarity with CRM systems, automotive dealer management systems (DMS), or service scheduling software. o Basic technical understanding of vehicle functions (EV mechanics knowledge is a plus). o Excellent communication and presentation skills. What We Offer • Competitive salary and performance-based incentives. • Opportunities for professional growth and training in the rapidly growing EV industry. • Comprehensive health insurance and employee benefits. • A dynamic and supportive professional working environment.

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Company Name

AION CAMBODIA

Contact Phones

069755XXX

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បឹងទំពុនទី២, មានជ័យ, ភ្នំពេញ

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