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Nov 19, 2024

Customer Service Manager

สถานที่ปฏิบัติงาน

Bang Rak, Bangkok

เงินเดือน

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Job Descriptions

Operation Management -Oversee daily operations of the Customer Service team to ensure efficiency and adherence to service level agreements (SLAs). -Handle escalated customer inquiries and complaints,with prompt and effective resolution - including warehouse, logistics, system and technical enquiries. -Monitor and analyze metrics (e.g., ticket volume, response times, SLA, customer satisfaction) to identify areas for improvement. -Manage team manpower and schedule to ensure daily operation runs smoothly. Team Performance Management -Recruit, train, and manage customer service team members Provide ongoing coaching, mentoring, and performance feedback to staff to maintain high level of productivity and good service quality. -Conduct regular team meetings to communicate updates, provide training, and foster a positive work environment. -Set performance goals and objectives for the team, and monitor progress. Reflecting Issues and Collaborate with Cross-functionals -Prepare and present regular reports on customer service metrics, team performance, and customer satisfaction levels. -Work closely with other departments such as Warehouse, Sales, Marketing, Onboard, Client Relations, IT, Accounting team to ensure a seamless customer experience. Process Improvement -Working with the Training & Quality Assurance team (TQA) to implement initiatives and improve customer service processes to enhance efficiency and effectiveness.

Qualifications

Minimum of 5 years of experience in customer service, with at least 3 years in a supervisory or managerial role in a contact center environment & passionate in the customer service field
Intermediate verbal and written communication skills in Thai and English.
Always open to new ideas and work well with others in a fast paced environment.
Strong leadership and people management skills, to communicate feedback, coach, present.
Understanding data, dashboard and key customer service metrics.
Experience in complaints resolution with analytical and problem-solving abilities.
Ability to work under pressure and handle challenging situations with professionalism.
Strong experience in CRM tools, MS office and Google tools (Gdrive, Gdoc, Gsheet, etc.)
Experience in Jira Service Management is a big plus