Customer Solutions Team Leader (12-month contract)

About the Company

Are you looking for a new role where you can be yourself and accomplish your best work Look no further. At Asurion, our teams work collaboratively to innovate and serve customers while ensuring employees succeed and feel valued. We don't just provide customers with exceptional service we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.

About the Role

Who is the Customer Solutions Team Leader (Contract role-12 months) This role provides customer support experience through various channels (voice/non-voice) and handles customer escalations/complaints/inquiries based on brand SOPs. As the Team Leader, you will also be responsible for handling high-level or critical escalation and complaint cases to ensure an optimal customer experience. This will be a contract role for 12 months.

Responsibilities

• Steps in during peak hours as an agent to provide customer support experience throughout various channels.
• Manages, develops and guides call center Experts to ensure their ability to provide outstanding customer service and execute tasks effectively, including meeting service levels, quality, and disciplinary targets.
• Accountable for resolving system outages and ensures Experts will meet the quality standards outlined in client contracts.
• Monitors call center performance metrics and analyzes reports to ensure efficiency.
• Conduct analysis to collect appropriate data and make good decisions quickly.

Qualifications

• Good command in English and Thai with 5 years experience in customer service call center.
• With at least one year's experience of supervisor role or managing a team.
• Fast learner with agile communication skills and has a growth mindset.
• Able to work in shifts (Mon-Sun 8am-10pm).
• Growth Mindset.

Required Skills

• Good command in English and Thai.
• 5 years experience in customer service call center.
• At least one year's experience in a supervisory role or managing a team.
• Fast learner with agile communication skills.
• Able to work in shifts (Mon-Sun 8am-10pm).

Preferred Skills

• Growth Mindset.

Pay range and compensation package

How we can take care of you:

• Join a non-hierarchical, fast paced and inclusive team we foster a work culture where employees are valued, regardless of their background, level or position.
• Be a part of something bigger we are constantly evolving within a startup framework, cultivated and supported by the backing of a large global organization.
• Boost your career through our culture of learning. Take advantage of tailored opportunities for personal growth as you build your personal development plan with your People Leader.
• Connect with the local team through team building, town halls and group training.
• Give back to the community through the partnership with our local charity partners.

Equal Opportunity Statement

Get to know us: Our journey has taken us from a small startup to the biggest tech care company in the world. We'll continue to evolve, but our integrity and commitment to our customers and partners will stay the same. With offices worldwide and working with respected companies you've heard of and whose products you love, Asurion's 24,000 employees and counting deliver a seamless, award-winning customer experience to our nearly 300 million customers, anticipating their needs and providing tailored services reachable within one touch. We are regularly recognized for our excellence in service, customer support and as a best place to work.