Customer Service Manager
Job Description:
Provide strategic leadership for the Customer Service department, ensuring alignment with company objectives and high levels of customer satisfaction.
Design and continuously improve service strategies, operational workflows, and performance processes to increase overall efficiency and effectiveness.
Lead, train, and develop both Customer Service Team and frontline agents in a supportive, performance-driven environment.
Oversee daily operations, ensuring service level agreements (SLAs) are met and escalated issues are resolved promptly and effectively.
Monitor and analyze KPIs and monthly performance reports to identify areas for improvement and implement corrective actions.
Research, evaluate, and implement new technologies and tools to enhance service delivery and contact center capabilities.
Collaborate with cross-functional teams and perform additional duties as assigned to support organizational goals.
Perform other duties as assigned.
Qualifications:
Thai nationality, aged between 28-35 years old
Bachelor’s degree or higher in any related field
Minimum of 3 years’ experience in managing a customer service team, preferably in an E-Commerce or fast-paced environment
Strong leadership and team development skills with a proven ability to motivate and guide others toward achieving performance goals
Excellent command of both written and spoken English
Outstanding communication and interpersonal skills
Service-minded with a proactive attitude in handling customer inquiries and complaints effectively
