ตำแหน่ง Head of Customer Success and SEA Support Specialist Lead

บริษัท Hipflat and Dot Property Group (Part of Lifull Connect)

ที่อยู่บริษัท 1788 Singha Complex, 18th Floor, Room 1808-1813, New Phetchaburi Rd., Bang Kapi, Huai Khwang. Bangkok, Bangkok 10310

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
-Proper response to all queries, requests, complaints handing, and etc via Phone Call, Line, Email and Facebook Messenger.
-Build up and maintain a long-term relationship with our customer.
-Assists sales team to activate, renew, upgrade, and edit the customers packages.
-Assists customers to amend their information with their account and resolve technical issues that they’ve experienced from our platforms.
-Investigate the root cause of technical issue and provide feedback to related team for fix the technical issue.
-Collect feedback such as customer complaint or suggestion for provide about voice of customers to improve and develop customer experience.
-Research and test function from another real estate portal or another platform for identify to product team for develop our product.
-Assists sales team to analyze the customer’s account performance from their existing information (listing data, Enquiries) and analyze Real estate market, Ecomnomic situation for suggest opportunity to get more lead as per customer expectations.
-Provide cross selling lead and suggestion to sales team about opportunity to sell or upsell package.
-Analyze and prepare Overall stat of Hipflat per quarter for sales team and customer.
-On broading new staff in our company.
-Training and Coaching subordinates to handle assigned function.
-Prepare FAQ and intenal knowleadge base for our internal department and customer.
-Work closely with internal departments to ensure all work is connected to the client issues and resolved within established timelines.

ตำแหน่ง Customer Service Manager

บริษัท You Technologies Group (Thailand) Co., Ltd. (YouTrip)

ที่อยู่บริษัท T One Building 8 Soi Sukhumvit 40, Sukhumvit Rd, Khwaeng Phra Khanong, Khet Khlong Toei, Bangkok 10110 Thailand

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
-Research and coordinated with vendor for set up call center system.
-Create standard operating procedure (SOP).
-Forecast manpower and prepare schedule of each shift.
-Research financial news and analysis competitor for give constructive feedback to related department for development.
-Planning career path for customer service team.
-Recruit and interview new candidates.
-Planning service level agreement (SLA) and KPI for customer service team.
-Prepare FAQ and conversation to communicate with customer.
-Prepare work flow and scenario for each working process.
-And other tasks might assign by superior.

ตำแหน่ง Assistant Customer Service Manager

บริษัท DF Marketplace Limited (Kaidee.com)

ที่อยู่บริษัท 89 AIA Capital Center, 14th Floor, Room no. 1401, 1404-1408,Ratchadapisek Road, Dindaeng, Dindaeng, Bangkok 10400 Thailand

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
-Coordinated with other departments (Technical Team, Moderator Team or etc) for solving daily operation problems.
-Plan and schedule shift for customer service staffs.
-Analyze customer service related information to identify opportunities to improve customer service team.
-Supervise team in terms of performance management, development and training. Coaching subordinates to handle assigned function.
-Plan and forecast manpower from stat and incoming task (stat call, live chat, email, and set SLA for customer service team.
-Find the methods to balance workload and way to increase happiness such as reward and recognition during working for customer service staffs.
-Handling all of related report such as Daily Call, Live Chat and Email Performance, App Review Monthly Report, Customer Satisfaction, and etc.
-Collect feedback such as customer complaint or suggestion to concern party about voice of customers to improve customer experience.
-Arrange Standard Operating Procedure (SOP) for customer service team.
-Planning and create Customer Loyalty and Customer Retention Campaign

ประสบการณ์ทำงานอื่นๆ
Non-Voice SupervisorNon-Voice Supervisor
Grab Thailand Co.,Ltd · Full-time
Feb 2014 - Mar 2016 · 2 yrs 2 mosFeb 2014 - Mar 2016
Bangkok Metropolitan Area, Thailand
- Proper response to all queries, requests, complaints handing, and etc via telephone and social media (Twitter, Facebook Fanpage, and Zendesk)
- Reservation booking for Thai and Foreigner clients
- Daily monitor and follow up to ensure every advanced and regular booking of passengers are completed.
- Training and manage team of customer service agent for each shift.
- Coordinating between various departments and providing full support to customers.
- Making plans for service schedules to meet customer requirements.
- Improve customer experience in each moment of truth, other benefit and treatment.
- Build up and maintain a long-term relationship with our passenger and drivers.
- Investigate root cause of problem from user and inform Technical team to response.
- Summarize report of abandoned call, outbound call & inbound call, zendesk response ticket, social response and etc everyday.
- Prepare attendance report and system downtown report and submit to regional team.

Customer Service Executive (ISO/TS16949)
Bureau Veritas Group · Full-time
Oct 2011 - May 2013 · 1 yr 8 mosOct 2011 - May 2013
Bangkok Metropolitan Area, Thailand
- Scheduling our auditors and coordinate with clients for make audit appointment.
- Booking transportation and accommodation for auditor.
- Request support documents from clients and sent to auditor to prepare surveillance audit and re-assessment program.
- Issue ISO certificate and prepare packaging for sent to our clients.
- Monitoring time sheet of delivery audit program, audit report and certificate.
- Arrange surveillance audit quotation and proof invoice.
- Receive telephone call from client and response our client's request.
- Build up and maintain a long-term relationship with our clients.
- Coordinating with commercial team and technical team for discuss certification process and find solution of clients.
- Coordinating with commercial team for sent cross-selling detail.

Operating OfficerOperating Officer
Certification (Thailand) Co.,Ltd. · Full-time
Apr 2009 - Feb 2010 · 11 mosApr 2009 - Feb 2010
Bangkok Metropolitan Area, Thailand
-Translate Audit Reports (Thai-English) and submit to Certification International(CI UK) by Via-Email.
-Coordinating with Certification International (CI UK) staffs for ask feedback of audit report approval and discuss certification process.
-Interact with our auditors and customers for make audit appointment.
-Inform news and update requirement of ISO to clients.
-Build up and maintain a long-term relationship with customers and auditors.
-Be in change of computer network lan.
-Design company profile document.
-Arranging and issues Quotation, Pro-Order( P/O).
-Coordinating with suppliers for general purchasing.

สถาบัน De-one International Co.,Ltd

หลักสูตร Super coach super growth

สถาบัน Thailand call center academy

หลักสูตร Call center quality control and quality assurance

สถาบัน HR Center Co.,Ltd

หลักสูตร Supervisory skills