Key Responsibilities:
Team Leadership and Management:
- Inspire and lead a customer service team, promoting a positive, inclusive work culture.
- Host regular team meetings for updates, challenges, and strategic planning.
- Offer continuous feedback and coaching.
Customer Service Excellence:
- Guarantee the delivery of exceptional customer service consistently.
- Tackle complex customer issues, ensuring satisfactory resolutions.
- Monitor and enhance performance metrics like response times and customer satisfaction.
- Maintain an in-depth knowledge of GoWabi Partners and Services to improve service quality.
Operational Management:
- Develop and update customer service policies for a seamless customer experience.
- Manage customer service tools and technology to meet team and customer needs.
- Analyze service reports, sharing insights and strategies with senior management.
- Collaborate with other departments to integrate customer feedback into business improvements.
Continuous Improvement:
- Look for ways to improve our customer service processes and put those improvements into action.
- Lead projects to boost the customer experience and service efficiency.
- Stay informed about industry best practices in customer service.
Qualifications:
- Proven experience leading a customer service team.
- 3 - 4 years experience working in customer service.
- Bachelors degree in Business Administration, Hospitality Management, Communications, or related field preferred.
- Great at motivating a team and getting them to work well together.
- Must be able to speak and understand both English and Thai.
- Proficiency in using customer service software and understanding tech advancements.
- Flexible and adaptable, thriving in a dynamic environment.
