Job Description


Chilindo is looking to hire an experienced Customer Service Manager to oversee our customer service and claims teams. Key responsibilities consist of managing and directing a hybrid team of Thai & English speaking customer service agents and ensuring incoming calls and messages are handled in best possible manner, ensuring a flawless experience for our customers based in Thailand. The ideal candidate will have experience in a managerial, lead or supervisory role, working in a customer experience or call center environment or directly with customer service in a similar type of role.

Responsibilities

  • Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements.
  • Provide effective and proactive communication to customers regarding status of services, time estimations and cost.
  • Manage a team of customer service agents and a small claims team and provide supervision to ensure incoming calls and messages from multiple sources are being processed in the most professional and timely manner.
  • Liaise with claims and other teams to ensure all internal processes are functional
  • Responsible for the hiring and training new agents for the team in conjunction with our recruitment function
  • Design and implement improvements on the sales/customer service flow and processes
  • Ensure that all team members understand when calls need to be escalated to 2nd and 3rd line support
  • Plan and execute a programme of cross-training team members in all areas of customer service delivery to ensure there is always sufficiently experienced coverage across all teams
  • Design, implement and monitor an improved set of KPIs with the object of improving individual and team performances

Requirements

  • Bachelors degree or equivalent in communication, business studies or any relevant field
  • 3+ years experience managing in Sales or Call Center environment preferred
  • Proven experience managing Sales and/or Customer service teams
  • Excellent written and verbal communication skills in Thai and English
  • Outstanding problem solving skills
  • Able to improvise and come up with solutions to resolve issues under time pressure

Benefits

Why you will love it here:

  • We are growing quickly, so there are plenty of opportunities to learn and advance;
  • Creative freedom to make a real difference in the world of e-commerce;
  • Be part of a truly international team, we have more than 22 nationalities;
  • Competitive salary package based on skills and experience;
  • Chance to be part of one of SEA's fastest growing e-commerce companies and work with some of the best in business;
  • Frequent staff activities and company parties.

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