Customer Service Manager

4 weeks ago

กรงเทพมหานคร, Thailand Zoetis Full time

**Responsibilities**:

- Develop & manage Customer Service Team with goals setting to meet the needs of internal and external customers
- Assist with operational activities required to enable successful execution of campaigns, including systems setup
- Manage enquiries, feedback or complaints from customers and work closely with relevant divisions to resolve feedbacks & complaints.
- Generate insights from customer data to propose and develop initiatives/campaigns/activities to engage with customers
- Manage and execution all promotional and loyalty programs and contracts review with Legal
- Working closely with commercial teams for their business strategies and executions
- Proactive solicit feedback, ask clarifying questions and resolve issues in a professional manner
- Prepare monthly reports with data analysis required
- Works efficiently and calmly tight deadlines or other stress factors arise
- Monitor customer experience throughout customer journey with relevant units
- Billing Management
- Credit Control Management
- Oversee ditribution partner's KPI

**Education**:

- Bachelor’s Degree in relevant field (business would be preferable)

**Experience**:

- More than 5 years’ experience in customer service management field with well-known healthcare business is preferable
- Strong experience to maintain in depth customer management to retain and increase customer satisfaction
- Digital experiences in digital system eg. Power BI, SAP and Salesforce
- Experience in Customer Service Manager with multi-channels i.e. direct sales, e-commerce and through distributors
- Able to form the Customer Service Team according to the business models (multi-channels)
- Set up KPI for Customer Service Team with dashboard monitoring
- Outstanding A/R and backorder report for management
- Knowledge on SAP, Power BI, Sales Force and CRM

**Skills**:

- Ability to develop customer service procedures, policies, and standards
- Advanced communication skills/ able to communicate complex processes effectively across all stakeholders
- Manage the recruitment, performance, discipline, grievances, training, and development of the team
- Highly organized, attentive to detail and strong leadership skills
- Experience in developing budgets and business plans
- Superior negotiation skills for both internal and external purposes
- Strong working knowledge of data analysis and performance metrics, using business management software (ex: SAP, ERP, CRM)

**Closing Date**: Jun 25, 2023

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