ตำแหน่ง Manager - Customer Care Center

บริษัท บริษัท เอไอเอ จำกัด

ที่อยู่บริษัท 181 ถ.สุรวงศ์ แขวงสุริยวงศ์ เขตบางรัก กรุงเทพฯ 10500

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
• Manage the team in resolving customer complaints per SLAs and KPIs.
• End-to-end complaint negotiation and resolution, including liaising with other related parties, working groups and committees to fairly resolve the complaints in accordance with Customer Care Center guideline.
• Perform investigation and represent AIA in external negotiations at OIC, other government agencies or other venues nationwide, including developing common understanding and relationship with various OIC offices.
• Knowledge Sharing by synthesizing their expertise into job aids/resolution guidelines for other teams, and provide consultation for other teams, both in Customer Care Center and other AIA functions such as Call Center, Customer Service Center, etc.
• Assist in AIA and departmental, tactical and strategic projects/initiatives as needed
• Self and team-development – acquire expertise in resolving all types of complaints and provide coaching and development for respective team.
• Assist Head of Customer Care Center team to prepare complaint statistic and some complex complaint cases and/or high value amount complaint cases to SCC members (Serious Case Complaint members) for solution.

ตำแหน่ง Manager - Customer Experience

บริษัท บริษัท อลิอันซ์ อยุธยา ประกันภัย จำกัด (มหาชน)

ที่อยู่บริษัท 898 อาคารเพลินจิตทาวเวอร์ ถนนเพลินจิต แขวงลุมพินี เขตปทุมวัน กรุงเทพฯ 10330

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
• Working collaboratively across the organization to enhance our customer service performance and ensure the customer voice is front and center in all decisions.
• Mapping customer journey experiences to determine future customer experience state maps strategy development and delivery of long-term business efficiencies.
• Developing and leading a high performance and engaged team of customer focused professionals and working collaboratively with the relevant teams for the customer pain points and opportunities to improve customer experience across all channels and touch points.
• Presenting the complaint statistics/data and key service issues to the Complaint Oversight Committee which will be arranged every month in order to consider the possibility of services improvement. The committee comprised of Managing Director, Customer Experience Director, Claims Director, Risk and Underwriting Director and Sales Director.
• Liaise with relevant teams/departments or Oversight Complaint Committee for fact finding and to agree the solution for OIC complaint issues which have been raised.
• Demonstrate experience in sophisticated customer data analysis which obtain from NPS. Find out the room for service improvements which based on the company possibility and accordance with company rules/ regulations and policy terms and conditions.

ตำแหน่ง Assistant to Director

บริษัท Sparsha Beauty & Slim Co., Ltd.

ที่อยู่บริษัท 39 ถนนสุขุมวิท แขวงคลองตันเหนือ เขตวัฒนา กรุงเทพฯ 10110

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
• Maintain calendars, schedules, and coordinate appointments. Prioritize working schedules for the superior.
• Create or draft correspondence, reports, documents and / or other written materials.
• Review incoming correspondence; initiate replies as appropriate; routes matter requiring action by staff or other organizations and follow up to ensure actions are completed.
• Prepare documents, reports and presentation, take minutes of meeting and submit it out to all meeting members.
• Organize appointments, meeting schedules, and follow up with the relevant teams to ensure they are well prepared for the meeting.
• Make decision and delegate work to others in his/her superior’s absence.
• Take care of all VIP customers and support operation supervisor team.
• Carry out projects or other assignments required by the superior.

ประสบการณ์ทำงานอื่นๆ
2011 – 2012: Asoke skin hospital
tab
tabPosition: Executive Secretary to Board Director
tabJob Responsibilities:
•tabMaintain calendars, schedules, and coordinate appointments. Prioritize working schedules for the superior.
•tabCreate or draft correspondence, reports, documents and / or other written materials.



•tabReview incoming correspondence; initiate replies as appropriate; routes matter requiring action by staff or other organizations and follow up to ensure actions are completed.
•tabPrepare documents, reports and presentation, take minutes of meeting and submit it out to all meeting members.
•tabOrganize appointments, meeting schedules, and follow up with the relevant teams to ensure they are well prepared for the meeting.
•tabMake decision and delegate work to others in his/her superior’s absence.
•tabTake care of all VIP customers and support operation supervisor team.
•tabCarry out projects or other assignments required by the superior.
•tabDesign service in order to response customers’ satisfaction.
•tabDrive customer service team to reach the standard and goal.
•tabCarry out projects or other assignments required by the superior.

2008 – 2011: tabLe Méridien Hotel Bangkok
tab
tabPosition: Guest Service Agent Japanese (Pre-Opening Team)
tabJob Responsibilities:
•tabAssist Front Office Team to check in and check out customers.
•tabProvide excellent service and useful information for in-house customers and outside visitors.
•tabSupport and assist Japanese customers as per their requirement.
•tabResolve the problem and find out best solution to achieve customers satisfaction.

2007 – 2008: tabMontien Hotel Bangkok

Position: Acting Guest Relations Japanese Manager
tabJob Responsibilities:
•tabEncourage Guest Relations team to achieve the objectives and goals setting.
•tabSupport and take care of customers’ requirement, especially Japanese customers.
•tabDesign service in order to response customers’ satisfaction.
•tabFind out the preventive actions and the long-term solutions to enhance customers’ requirement.

2001 – 2007: tabJALWAYS Co. Ltd. (Subsidiary of Japan Airlines)
tabtab
Position: Senior Cabin Attendant
tabJob Responsibilities:
•tabProvide excellent service and impress passengers throughout the flight.
•tabTake care of passengers and ensure that they have the safety throughout the flight.
•tabSupport and assist passengers as per their requirements.

1999 – 2001: Pan Pacific Hotel Bangkok

Positions: Guest Service Agent and Butler at the Executive Floor
tabJob Responsibilities:
•tabAssist Front Office Team to check in and check out customers.
•tabProvide excellent service and useful information for in-house customers and outside visitors.
•tabResolve the problem and find out best solution to achieve customers satisfaction.

สถาบัน SGS Thailand

หลักสูตร ISO 9001: 2008 Internal Quality Audit by SGS

สถาบัน CC Knowledge Base Co., Ltd.

หลักสูตร Business Negotiation Skills