บริษัท อี-เอ็มพาวเวอร์เมนท์ จำกัด

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รับสมัครด่วน

Nov 19, 2024

Senior Customer Service Officer

Location

Bang Rak, Bangkok

Salary

Not specified

Vacancies

1 อัตรา

Online Interview

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Job Descriptions

1. Customer Interaction Management 1.1 Monitor customer service channels to ensure agents are providing accurate and consistent information. 1.2 Handle escalated or complex customer inquiries and complaints, with prompt and effective resolution - including warehouse, logistics, system and technical enquiries. 2. Team Leadership and Mentoring 2.1 Support and mentor junior customer service agents, providing guidance on best practices and helping them resolve challenging cases. 2.2 Lead by example in delivering excellent customer service and maintaining a professional, solutions-oriented approach. 3. Performance Monitoring and Reporting 3.1 Assist the Customer Service Manager in analyzing performance data, identifying trends, and proposing improvements in service delivery. 4. Collaborate with Cross-functionals 4.1 Work with other departments such as Warehouse, Sales, Marketing, Onboard, Client Relations, IT, Accounting team to solve customer’s enquiry or operational issues 4.2 Participate in the development of new customer service policies or procedures to ensure efficiency and alignment with company objectives

Qualifications

3+ years of experience in customer service, with at least 1 year in a leadership or senior role.
Excellent communication and interpersonal skills (both written and verbal).
Proven ability to handle high-pressure situations and make decisions quickly.
Strong problem-solving and conflict resolution skills.
Experience with customer service software (e.g., Jira, Zendesk, Salesforce).
Strong experience in CRM tools, MS office and Google tools (Google Drive, Google Doc, Google sheets, etc.)