Head of After Services

Permanent Position
08 Mar 2021
Expires on 31 Mar 2021

Company Description

Luxury & Lifestyle business where they offer a high standard of after-sales to their customers. They own a very comfortable customer care center in middle of Bangkok area.

Posted by

Rujira P.

Tel

+66 8 2 6724555

Email

Job Description

Customer Satisfaction 

  • To manage and perform business impact assessment and design the call flow that will ensure highest customer satisfaction 
  • To perform customer segmentation, as well as design and implement customer service that best suit each customer segment  
  • Enhance customers’ experience in CS center

  
Strategic and Operation Management 

  • Manage CS center space to operate at standard level
  • To be responsible for the overall direction of Customer Support systems development by providing services to the Customer Support such as guidelines, planning, scheduling, estimating, costing, change management and risk assessment   
  • Analyze and recommend the best suitable solutions (in terms of process, technologies, information, communication, agents’ soft & hard skill) for all Customer Support agent (Call center, Reception, Technique)
  • Forecast overall number of agents (by skill) required by interval and do the scheduling  
  • Monitor relevant after-sales team KPI and take appropriate actions to make sure that all KPIs are at the optimal level (not too high and not too low)  
  • Develop & implement strategy & guidelines for optimizing team performance

Requirements

  • Direct experience working with technical staff and customer representative (Face-to-Face)
  • Having background on process development or process improvement  
  • Ability to manage customer care standard and deliver to customer at high satisfaction level
  • Strong in People Management in large scale team (20) and managing contractors
  • Fluent English and Thai communication
  • Professional personality and grooming

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