Customer Service Manager

2 weeks ago

กรงเทพมหานคร, Thailand OOCA Full time

We are looking for a customer service manager who will not only act as a liaison to provide product/services information and resolve any emerging problems that our customer accounts might face, but also a leader who will improve customer service practice and lead a team of customer service agents to provide service up to the standard.
- Build sustainable relationships and trust with customer accounts through open and interactive communication, also coordinating with the team to acknowledge the issues and come up with best solutions.
- Assess and identify customers’ needs to achieve satisfaction; manage and analyze customers' feedback data and use it to drive team for change and improvement.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Monitor and feedback for customers' review on App Store and Play Store.
- Monitor voice call and chatting on all channels.
- Manage and added new WoS customers into the system.
- Handle and resolve problems to providers, coordinate with the technical team for resolving. (Exclude issues of salary and performance level)
- Analyse, find solutions and test the system with providers.
- Broadcast via LINE when we have the new campaign or new data to providers.
- Track customer satisfaction survey on all channels of both providers and customers for improving service both company and customer service team.
- Arrange KPIs for team development and maintaining service standard.
- Revise and improve current customer service management system, practice, protocol and guidelines to best fit with OOCA most updated product and issues.
- Set up customer service shifts and arrange to have shifts covered.
- Train, manage, and audit customer service part-time team to follow guidelines and perform best practice.
- Investigate and basis finding all issues before sending issues report to the Tech team.
- Perform all other duties assigned by manager or reporting line.

**Requirements**:

- Proven experience in customer service personnel and customer service management will give a high consideration.
- Customer orientation and ability to adapt/respond to different types of characters.
- Knowledge, insight, interest or passion in mental health are a big plus.
- Excellent communication in writing, speaking, and listening skills both in Thai and English.
- Ability to multi-task, prioritize, and manage time effectively.
- Patient, empathetic, and passionately communicative and love to talk
- Tech savvy and problem-solving skills is plus.
- Open-minded and willing to learn.

**Benefits**
- Company mobile phone / phone number as per job requirement
- Group health insurances
- Internal Seminar
- 12 days for holiday with 14-day straight holiday leave allowance
- Menstrual leave up to 12 days (excluded from sick leave)
- Mental Health counseling sessions with psychiatrists and psychologists through Ooca platform
- Welfare according to Thai Labour Protection Law
- Hybrid workplace policy
- Social Security Insurance
- Provident Fund (condition applied)
- Annual Health check-up (condition applied)
- Mental balance leave (condition applied)
- MOU with The Government Housing Bank for Home loan special Interest rate
- BYOD policy, personal laptop with less than 3 years old will is eligible for 1000 THB/month subsidy (registration required)

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