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Supervisor - Contact Center

Posting Date: 
Job Function:  Administration and Customer Service
Company:  Banpu Infinergy Company Limited
Location: 

Thailand

Job Summary:

Professional - Business Support - Customer Services

Responsibilities:
  • This position will be under Banpu NEXT Co., Ltd.
  • Handle customer inquiries both telephonically, by email, Facebook, Line and other channels
  • Monitor system performance as 1st tier technical support for all company’s products and services
  • Co-ordinate with 2nd tier support and follow up tasks
  • Manage and resolve customer complaints
  • Monitor call Log, review and summarize call complaints, issue to responsible team and track customer complaint resolution
  • Handle complex and escalated customer service issues
  • Manage team to outbound call for customer satisfaction survey
  • Manage content in Knowledge management system
  • Assist in develop and implement customer service policies and procedures
  • Assist in directing the daily operations of the customer service team
  • Monitor accuracy of reporting and data base information
  • Prepare relevant data to analyze and determine customer service outputs
  • Co-ordinate and manage customer service projects and initiatives
  • Assist in process development to improve work process both internal and external
Qualifications:
  • Bachelor degree in any fields Bachelor degree in any fields
  • 5 years direct experience in customer service/ call center with supervisory experience
  • Knowledge of customer service principles and practices
  • Experience in Technical support is preferable
  • Proficiency in CRM systems is preferable
  • proficiency in MS Office applications
  • Pleasant personality with good interpersonal skill and service mind
  • Good command of spoken and written English (TOEIC score 500 and above)