Customer Service Manager
Job Description:
Lead and drive customer service department of E-Commerce business
Manage the development and implementation of operational strategies for customer service management
Manage, train and coach CS team leaders and monitor their performance according to established monitoring standards
Develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Ensure proper notification/ escalation of service activities are followed to ensure smooth operation.
Drive team to exceed metrics expectations; understand how to leverage team to improve outcomes and meet goals.
Ensure smooth running of daily processes to meet service level agreement
Strategic planning and drive contact center process improvement
Research and plan to initiate new contact center system to increase service efficiency.
Qualifications:
Bachelor's Degree or higher in any related fields.
Thai nationality only
At least 5 years of working experiences in managing customer service team
Good command of written and spoken English
Excellent communications and inter-personal skills
Good service mind with the ability to handle customer's complaint and inquiry
Strong leadership ability and demonstrated ability to develop team.
