Customer Services Manager

  • Customer Service
  • Bangkok, Thailand

Customer Services Manager

Job description

1. Effectively Perform the daily operation management as below:

  • Supervise the customer service team for multi-channel contact points (Chat, Email, Calls) to provide outstanding customer service and support
  • Passionate about providing best customer service experience and instilling this mindset in the team
  • Monitor real-time service performance according to SLA
  • Provide regular guidance or personal coaching to customer service team members
  • Providing team's performance reports, customer complaints report with root cause analysis and proposed solution
  • Managing the service complaint cases, dealing with customers directly as required and/ or escalate to concern parties, follow up to make sure that request will be handled properly
2. Process improvement and initiatives
  • Gather customer feedback or suggestions to concerned parties about voice of customers to improve the customer experience.
  • Proactively suggest or implement improvements for existing processes or systems to make sure that it will be easier/ faster and more efficient to support the customers’ request
3. Be accountable for special assignments relating to function as allocated by immediate superior level 

Requirements

Knowledge

  • Education background : Bachelor degree or higher

  • Language : Very good Thai and English

Experience

  • Supervisory / managerial experience : 2-3 years in customer service team management

  • At least 3-5 years experience in customer service in the area of e-commerce, telecommunication, help desk, complaint management, or experience in the startup industry is a plus.

  • Experience in call quality assurance is a plus

Competency

  • Strong team, people management and coaching skills

  • Strong Interpersonal, communication, reasoning skills

  • Decisive and good decision making skills

  • Tech savvy

  • Ability to handle operational issues

  • Process improvement mindset is a plus.

Personal Attribute

  • Self motivated

  • Patience

  • Outstanding customer service mindset with a passion for customer happiness.

  • Stress-resistant

  • Collaborative mindset

    • Positive thinking

    • Detail-orientation

    • Logical and analytical mindset