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กรุงเทพมหานคร , เขตจตุจักร
Bytecrunch Technologies Co.,Ltd.
customer service manager ผู้จัดการฝ่ายบริการลูกค้า
responsibilities 1 serve as the primary point of contact for onboarding of new customers including training of the product and post go live support 2 ensure smooth transition from sales to training once deal is signed 3 ensure smooth transition to support after successful onboarding and payroll runs 4 analyze training and support process for optimization and ensure all systems tools and documentation including faqs how to videos help 5 centre articles etc are up to date 6 collect feedback from customer and work with product teams to prioritize new features updates 7 set the team kpis and provide clear initiatives and direction on how to achieve them 8 timely escalation of issues to relevant internal stakeholders with the goal of finding solutions and aligning interests of all stakeholders both internal and external 9 conduct customer surveys to identify net promoter score nps and priority 10 proactively identify customers with highest probability to churn by analyzing usage statistics and net promoter score and take necessary steps to ensure successful renewal 11 manage customer expectation and ensure the best customer satisfaction and experience when using our products with the goal of getting the customers to be advocates of our products what you need to succeed 1 proven track record of managing customer support teams and exceeding kpis 2 proven track record of working in a customer facing role 3 excellent thai & english written and speaking skills able to understand problems explain solutions and align stakeholder and customer interests 4 excellent ability to think creatively out of the box and solve complex problems 5 excellent ability to resolve conflicts and gain group consensus 6 excellent ability to communicate with and manage customer expectations 7 service oriented and always eager to help 8 high level of patience and understanding that different customers have different skill levels and need to be managed accordingly 9 excellent understanding of technology and tools including microsoft office 10 enthusiastic self motivated with a can do attitude results oriented 11 able to work in a fast paced start up environment 12 able to work within and across teams in an effective manner while maintaining good relationships
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