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Customer Service Team Lead (MNC)

Job Title: Customer Service Team Lead (MNC)
Contract Type: Permanent
Location: Khlong Toei
Industry:
Salary: THB 50,000 - 70,000
Reference: MNC-EQ-39572
Contact Name: K.Krissana (Tom)
Contact Email: Krissana.Thita@jac-recruitment.com
Job Published: March 08, 2018 16:22

Job Description

Our business partner is financial services company. We are looking for customer service team lead.

 

Responsibilities:

  • Handling customer’s enquiries and solving a problems via phone, email and chat.
  • Create call center team by recruiting staff, setting up new system, managing a work force system, coaching team members and monitoring team’s performance. 
  • Manage team schedule and assign task to team membersto achieve company goal.
  • Provide reporting to Management based on customer interaction volume and call statistics.
  • Identify key customer facing issues and escalate (if needed) with resolution.
  • Work with Marketing to ensure all information on materials are accurate.
  • Prepare training materials and provide training to new staffs.
  • Process registration of new customers and update customer’s profile.

 

 

Qualifications:

  • 2-5 years of experience in Customer service management field.
  • Bachelor degree in any Business Administration or related field.
  • Direct experience in call center inbound, outbound, web chat and e-mail.
  • Strong interpersonal skills both of English and Thai.
  • Proficient in Microsoft office: Word, Excel and Outlook. Able to use excel to prepare reports.
  • Knowledge of Customer relationship management and PABX function.
  • Understands Customer Service matrices (KPI, CSAT, SLA, and AHT).
  • Proactive and passionate to resolve customer issues.
  • Able to work independently and effectively to manage team and work across functions to achieve company’s goals.

 

Location: Thonglor

Working hour: 09.00-18.00

To apply for this job, click on the apply button or contact the consultant above directly.

(*Only shortlisted candidate will be contacted.)