Contact Center Supervisor
บันทึกงานนี้และจัดระเบียบการค้นหาของคุณ
สร้างบัญชีฟรีเพื่อบันทึกงาน สร้างการแจ้งเตือน และกลับมาที่รายการนี้จากแดชบอร์ดของคุณ
เมื่อดำเนินการต่อ แสดงว่าคุณยอมรับ ข้อกำหนด & นโยบายความเป็นส่วนตัว.
Job Description
- Team Leadership: Lead, coach, and monitor the Customer Service team across Key Account and Non-Voice/Digital channels (LINE Chat, Facebook, Live Chat, and Email).
- Customer Relationship Management: Serve as the primary point of contact for Key Account customers while ensuring a smooth, responsive, and engaging customer experience. Handle inquiries from domestic last-mile customers professionally and efficiently.
- Operations Coordination: Work closely with the Operations team and external vendors to monitor service performance, manage Service Level Agreements (SLAs), and ensure timely resolution of customer issues.
- Problem Resolution: Proactively identify customer needs, handle complex complaints, and ensure shipment-related issues are resolved within 24 hours.
- Reporting & Continuous Improvement: Prepare weekly, monthly, and quarterly performance reports, analyze service trends, and recommend process improvements to enhance operational efficiency.
- Service Excellence: Drive customer satisfaction by maintaining high service standards, reinforcing the company's professional image, and contributing to a competitive customer experience. ## Qualifications
- Thai nationality.
- Bachelor's degree in Business Administration, Logistics, Marketing, or a related field.
- At least 3 years of experience in Customer Service, Call Center, Logistics, Courier, or a related industry.
- Good command of both spoken and written English and Thai.
- Strong customer service mindset with excellent communication and problem-solving skills.
- Proficient in Microsoft Office applications (Word, Excel, and PowerPoint).
- Experience in the postal, courier, logistics, or e-commerce industry is an advantage.
- Previous experience leading a Customer Service team or supervising team performance is a plus.
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