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Customer Experience Supervisor

1 month ago


สวนหลวง กรงเทพมหานคร, Thailand ASSA ABLOY Full time

**Position**: CX Supervisor
**Reporting To**: Marketing & Product Manager
**Location**:Thailand, Bangkok

**Position Summary**:
This position will crucial to organization to help promoting key value of outstanding service provider. You will need to deliver the best customer experience and craft the business and process strategies. Also leads the strategies to maximize the best experience to customer. You will need to strategically take care of customer experience topiss, customer care handling, and after-market sales support processes, tools, and stakeholders consistent with the company’s continuing build-up and continuous improvement for customer experience in electromechanical access solutions.

**Key Responsibilities**:

- Leading customer experience (CX) team to offer service as the best in class.
- Being main counterpart with regional/hub service team to craft the best practical service strategies in Thailand.
- Work closely with regional team to implement customer experience project/ assignment to Thailand market. And make a smooth transition of each assignment.
- Conduct the inbound call and outbound feedback loop for scheduling of installation, services, and relevant after-market service support with Installation/Service Team.
- Principal lead for external and internal customers for service-related topics and main coordinator for relevant concerns for product and marketing.
- Oversees the back-end customer service support for installation and service requirement for ASSA ABLOY / YALE electromechanical (i.e. Digital Door Locks, Hotel Locks) in close collaboration with the company’s outsourced customer service centre.
- Supervises zonal and scheduling for installation, service, and product support in close coordination with outsourced call centre and relevant internal stakeholder.
- Supervises the team to render oversight function on job orders assigned to the Installation and Service representative (ISR) Team in concern with Team Lead and Technical Marketing Lead.
- Direct process ownership and steering for customer care and after-market service in line with pertinent developing framework.
- Drives customer care handling (CCH) for direct end-users and channel partners, in close partnership with product and relevant sales team/s for resolution.
- Managing service CRM for Thailand market and managing customer service data base
- Supervision of product support communication channels.
- Other assignments related to customer experience improvement.

**Requirements**:

- Strong service mind and problem solver.
- Having project management skill
- Process build-up, multi-tasking, and organizational skills.
- Have working knowledge and touchpoint experience on customer service (inbound and outbound) and customer care handling.
- Business communication, customer contact, and presentation skills.
- English proficiency is a MUST

**We are the ASSA ABLOY Group**
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.