Fly Cham is seeking an experienced and Customer Service Manager to lead and develop the Customer Service function in alignment with the company’s overall objectives.

The role is responsible for ensuring high levels of customer satisfaction, operational efficiency, service excellence, and continuous improvement across all customer touchpoints, including the Contact Center.

 

Main Responsibilities:

 

1. Develop and implement customer service strategies aligned with Fly Cham’s corporate objectives.
2. Ensure timely and satisfactory resolution of customer inquiries and complaints in accordance with agreed SLAs (Service level agreement).
3. Analyze customer feedback, surveys, and service reports to identify trends and improvement opportunities.
4. Recommend and implement initiatives to enhance overall customer experience and build long-term loyalty.
5. Develop and enforce customer service policies, procedures, and quality standards.
6. Collaborate with Sales, Marketing, and other departments to ensure a seamless customer journey.
7. Prepare and manage the department’s annual manpower plan and budget.
8. Set KPIs and conduct performance appraisals in accordance with company policies.
9. Coach, develop, and motivate team members to achieve departmental and corporate goals.