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2567

ประเภทธุรกิจ : ธุรกิจอื่นๆ

ตำแหน่งงาน : Senior Call Center Department Manager

ระยะเวลา : สิงหาคม 2567  ถึง  ปัจจุบัน

รายละเอียดงาน :

• Manage and control process Lock Phone system.
• Prepare the integrated contact center service provider for VOICE and NONVOICE.
• Handle escalated cases and solve customer issues in an effective way and update daily attendant report, product & process information to team.
• Voice or call center agents serve and take care the customers more than 20,000 calls per month. Non voice or chat agents serves the service ans take care the customers more than 80,000 messages per month.
• Responsible for managing daily operation of call center team to deliver services to customers in a professional way via contact channels, phone, email in accordance to stipulated performance standards.
• To manage, train and coach call center's team members and monitor staff's performance to meet KPI, coach low-performance agent, quality audit and behavior according to company service and standards.
•Outbound call to prospect data for welcome call
• Social media monitoring (Facebook, Line OA, Website) escalate complaint to assigned person and motivate them to take promptly action to solve problem or unsatisfied customer.
• Prepare daily, monthly, yearly report and to provide the ad-hoc report or requirement when request by other department or management.

2565

ตำแหน่งงาน : Manager CUSTOMER EXPREIENCE & SATISFACTION MANAGEMENT

ระยะเวลา : พฤศจิกายน 2565  ถึง กรกฎาคม 2567

รายละเอียดงาน :

• Managing of Outsource Contact Centre and in-house Customer Engagement Centre to ensure they
maintain the company's expectations and meet company KPIs.
• Design and implement operational strategies, ensuring high customer service standard and where
process improvements may be made.
• Monitoring complaint issue trend and summarize for sharing or escalation to relevant functions and
management.
• Managing serious, sensitive, or difficultly complaint issues.
• Liaising with relevant functions and dealer e.g. Sales, Aftersales, Technical &Warranty, Product,
Marketing, Legal to solve complaint smoothly.
• Adapt global policy and guideline of customer handling process and implement with local dealer.
• Design dealer incentive program regarding customer quality and measurement dealer's performance
and KPI.
• Data analysis for Voice of customer (VOC) from customer survey channel and summarize key issues to
related functions for service improvement
• Report and escalation to Top management for customer voice and highlight issues of all area
• Social media monitoring (Facebook, Line OA, Website) escalate complaint to assigned person and motivate them to take promptly action to solve problem or unsatisfied customer.
• Prepare daily, monthly, yearly report and to provide the ad-hoc report or requirement when request by other department or management.
• Prepare SSI & CSI (Customer Satisfied after complaint) daily, monthly, yearly report and to provide the ad-hoc report or requirement when request by other department or management.
• Support ad hoc activities upon request, exploring opportunities to add value to job accomplishments.

2563

ตำแหน่งงาน : Senior Call Center Department Manager

ระยะเวลา : มีนาคม 2563  ถึง ตุลาคม 2565

รายละเอียดงาน :

• Handling customers’ call and providing accurate information to customer. Receive a complaint and open a repair job.
• Complaint handling to solve in timely manner and meet customer satisfaction.
• Website and Line correspondence for customer enquiries and escalate case to assigned person.
• Social media monitoring (Facebook, Line OA, Website) escalate complaint to assigned person and motivate them to take promptly action to solve problem or unsatisfied customer.
• Handle escalated cases and solve customer issues in an effective way and update daily attendant report, product & process information to team.
• Monitor and ensure all subordinates are working effectively and follow all company service and processes.
• Responsible for managing daily operation of call center team to deliver services to customers in a professional way via contact channels, phone, email in accordance to stipulated performance standards.
• To manage, train and coach call center's team members and monitor staff's performance to meet KPI, coach low-performance agent, quality audit and behavior according to company service and standards.
• Monitor fraudulent complaint,transparency within organization and report to management.
•Outbound call to prospect data from various sources in stance for event or external list.
• Visit the clients to solicit feedback to improve the service provided to the customers.
• Data analysis for Voice of customer from customer satisfaction survey and sharing to sales & service functions
• Prepare daily, monthly, yearly report and to provide the ad-hoc report or requirement when request by other department or management.
• Produce call center performance reports by collecting, analyzing, and summarizing data.
• Support ad hoc activities upon request, exploring opportunities to add value to job accomplishments.

2556

ตำแหน่งงาน : Call center Supervisor

ระยะเวลา : กรกฎาคม 2556  ถึง กุมภาพันธ์ 2563

รายละเอียดงาน :

• Handling customers’ call and providing accurate information to customer.
• Complaint handling to solve in timely manner and meet customer satisfaction.
• Website correspondence for customer enquiries and escalate case to assigned person.
• Social media monitoring (Facebook) escalate complaint to assigned person and motivate them to take promptly action to solve problem or unsatisfied customer.
• Produce call center performance reports by collecting, analyzing, and summarizing data.
• Support manager to provide the ad-hoc report or requirement when request by other department or management.
• Support ad hoc activities upon request, exploring opportunities to add value to job accomplishments.

2549

ตำแหน่งงาน : Senior Lead Management Executive (Call Center, Outbound) of Mazda Sales(Thailand) Co., Ltd.)

ระยะเวลา : ตุลาคม 2549  ถึง มิถุนายน 2556

รายละเอียดงาน :

• Prospecting management to support direct marketing activities and achieve target.
• Outbound call to prospect data from various sources in stance for website, social media, event or external list from marketing.
• Lead qualified prior distribute potential data to dealer and result follow up.
• Conduct customer survey by phone and approach for re-purchase from existing customer.
• Build up relationship with dealer assigned to get best cooperation and support.
• Take lead to plan resources and target to meet objective of each project.
• Supervise team by planning, assign task and encourage team member to achieve daily target and support as required.
• Preparing weekly summary, Monthly report of team performance and result of each campaign including feedback to present to Manager.
• Script development for team and sometime for salesperson as requested.
• Support Sales and Marketing team for national event as Motor show twice a year (Prospect data collection, data entry, sales process, outbound to hot prospect and Report of all performance to Manager on daily basis).
•Support marketing campaign and activities as required such as Lucky Draw handling, inviting customer/ prospect to concert or event.

2546

ตำแหน่งงาน : Customer Relationship Officer (Teller)

ระยะเวลา : มกราคม 2546  ถึง ตุลาคม 2549

รายละเอียดงาน :

• Prepare money for deposit-withdrawal.
• Open-close bank account for customer.
• Prepare PND.53 form, PND.1 form, PND.2 form for submission.
• Manage office supplies. Give consultant for Customer.
• Coordinate with internal and external company.
• Prepare meeting report

2543

ตำแหน่งงาน : Tele Marketing Staff (Temporary during study)

ระยะเวลา : มกราคม 2543  ถึง มกราคม 2546

รายละเอียดงาน :

• Tele marketing for various projects assigned (IBM, Symantec, Oracle, etc.).
• Lead qualify and categorize into level for client to approach or promote the product.
• Market Survey based on questionnaire and script.
• Tele sales for bank credit card (American Express) and membership hotel.
• Outbound to database provided for invitation to attend seminar or event and attendant confirmation.