รายละเอียดงาน

• -Built and managed end-to-end Customer Service and Chat Commerce operations for a fashion e-commerce startup, supporting online customer engagement and business growth
• -Implemented a chat management tool to centralize customer conversations across channels, improving response time, team productivity, and service consistency
• -Designed and developed customer service dashboards and performance reports to monitor key metrics
• -Developed and implemented chat-based customer service strategies to improve response quality and enhance customer experience across chat platforms
• -Designed team structure, workflows, KPI and SOPs to support Chat & Shop operations and ensure smooth customer journey from inquiry to order completion
• -Monitored and managed Service KPIs (SLA, Response Time, Quality) to maintain high service standards
• -Analyzed customer inquiries, purchasing behavior, and feedback to identify trends and improve product communication and service efficiency
• -Managed complex customer cases, complaints, exchanges, and escalations to protect brand reputation and maintain customer trust
• -Collaborated closely with Marketing, Operations, and Logistics teams to ensure seamless order processing and delivery experience
• -Prepared and presented customer service performance reports and operational insights to management to support strategic decision-making

รายละเอียดงาน

• Key Account Supervisor Project Management Department(Jun 2024 -Dec 2024)
• -Managed B2B Key Account for Lazada (E-commerce Platform) under agreed SLA and commercial terms
• -Monitored delivery performance to reduce late deliveries, loss, and damage claims
• -Conducted regular Business Reviews to present performance results, key issues, and improvement action plans
• -Analyzed logistics and commercial data (OTIF, SLA breaches, volume trends, customer behavior) to identify service gaps and growth opportunities
• -Collaborated with Sales and Operations to design logistics solutions aligned with customer strategy
• -Supported new customer acquisition by providing service design, logistics solutions, and technical consultation
• -Managed urgent escalations to ensure timely resolution and maintain customer satisfaction
• -Coordinated cross-functionally with Operations, Warehouse, Customer Service, and IT to resolve systemic issues
• -Conducted on-site visits to customer warehouses and hubs to identify operational improvement opportunities
• Customer Service Supervisor(Dec 2021 - May 2024)
• -Led a team of 25+ staff handling logistics complaints and enterprise customer accounts
• -Ensured SLA compliance and adherence to company service standards
• -Monitored and analyzed KPIs (SLA, CSAT, AHT, FCR) to drive service quality and operational efficiency
• -Designed and developed service dashboards and management performance reports
• -Managed high-impact escalations and complex customer cases
• -Conducted manpower planning, workforce scheduling, and performance management
• -Trained and coached team members to enhance service quality and productivity
• -Partnered with Operations and Warehouse teams to reduce recurring issues and improve customer experience

รายละเอียดงาน

• Officer Agent Airline Project(Oct 2017 - Mar 2018)
• -Provided end-to-end customer support for flight bookings, ticket modifications, refunds, and travel inquiries
• -Processed reservations and transactions via GDS system with high accuracy
• -Managed complaint resolution and handled irregular operations (delays, cancellations, schedule changes)
• -Consistently achieved KPIs: AHT, CSAT, Call Quality, and FCR
• Officer Agent Food Delivery Project(Apr 2018 -May 2020)
• -Handled customer inquiries, delivery issues, and after-sales support
• -Coordinated with restaurants, riders, and operations teams to ensure timely resolution
• -Monitored and followed up on unresolved cases to meet SLA targets
• -Maintained accurate case documentation and system records
• Team Leader Food Delivery Project(Apr 2018 - May 2020)
• -Supervised daily call center operations to ensure SLA and KPI achievement
• -Managed workforce planning and shift scheduling to support service demand
• -Coached and developed team members to improve productivity and service quality
• -Analyzed recurring operational issues and implemented process improvements
• -Coordinated cross-functionally with IT, Operations, and business partners to enhance workflow efficiency