JOB DETAILS

JOB DETAIL

Position: Customer Service Senior Officer
Division: Customer Service
Team Size: 30
Subordinate: 15
Team: Customer Service
Report Directly to Manager (Thai)

Scope of Job
Control operations of providing service and help, including building relationships with customers in the branch and managing customer service areas, to satisfy customers effectively.

Key Roles and Responsibilities
• Control and examine service and standards of customer service staff, including working processes, to ensure effective operations.
• Schedule shifts for customer service staff to ensure appropriate work time.
• Control overall operations and make statistical reports of service use to submit to relevant functions.
• Coordinate with customers and relevant functions internal and external to improve standards of service and satisfy customers.
• Control and manage problems and comments to submit to relevant parties to solve, improve, and respond to customer queries.
• Control preparation and maintenance of equipment and facilitators in customer service areas to ensure effective use.

REQUIRED WORK EXPERIENCE

• Female
• Bachelor’s degree
• 5-8 years experience in the call center or customer service with the management level.
• Handling customer conflicts and offering the best solution to customers.
• Customer-focused, detail-oriented, and able to carry out all responsibilities with minimal guidance in an accurate and effective manner
• Willing to follow set processes and if a process requires change, provide the manager with the requested improvement before implementing it.
• Ability to maintain strict confidentiality.
• Operate a personal computer and a variety of computer software including MS Office.
• Maintain consistent regular attendance and a professional appearance and manner.
• Has experience in managing a team with strong leadership skills including has strong in good mindset
• Has experience in creating, planning, improving, or developing a working systems process is necessary.
• Good personality, strong leadership skills, and internal/external coordinator skills.
• Desire and ability to work with people of various cultures
• Strong customer focus and a sense of urgency on all customer requests are critical for this position
• Good command of English both verbal and written
• Handling customer conflicts and offering the best solution to customers.