We are seeking a talented individual with a strong call centre background, someone highly organized, detail-oriented, and passionate about working in a fast-paced, dynamic environment.
You must be confident communicating in both Thai and English (written and verbal) with APAC counterparts across internal teams and external partners.
As the Operations and Customer Experience Team Lead, you will be responsible for de-escalating cases that may impact customer experience or business operations on a day-to-day basis.
In this role, you will collaborate closely with multiple departments to support our contact centre, including handling issues that fall outside the scope of standard business processes.
Your primary objective will be to ensure the department operates effectively, productively, and profitably, while driving improvements in customer satisfaction, loyalty, and retention.
Additionally, you will contribute ideas for continuous organizational development, oversee program initiatives and special projects, and identify opportunities for enhancements across the business unit. This may include areas such as online platforms, Net Promoter Score (NPS), service level (SL) performance, and other key metrics.
Key Responsibilities:
- Monitor escalation case from various channels and multiple programs both Voice and Non-Voice and ensure the necessary action will be taken promptly within the SLA to minimize CX and business impact.
- Case manages the end-to-end resolution of escalated complaints (including proactively escalating to manager or other areas as appropriate and promptly) and provide guidance and direction to call centre team.
- Act as POC for all Complaint and Escalation cases and HERO master.
- Conduct RCA on complaints to identify underlying issue/s.
- Proactively make recommendations and communicate process improvement opportunities to reduce escalations and improve customer satisfaction.
- Track customer concerns, trends, program issues, product and service-related problems for analysis.
- Develop standard procedures and policies for improving the service provided to customers.
- Create and Update the Contact Centre's Knowledge Base for Contact Centre team.
- Effectively communicate changes to Asurion policies and / or procedures in a timely fashion.
- Lead and Conduct meeting with various stakeholders to discuss about process improvements and issues.
- Maintain in-depth working knowledge of the company's brands, systems and processes.
Key Qualifications:
- Must have high level of integrity, detail-oriented, flexible, multi-tasking skills, and time management with goal and deadline orientation mindset.
- Minimum 3 Years experience in Contact Centre with at least 2 Years experience in Supervisor role is a must.
- Experienced in supporting day-to-day call centre operation is a must (with BPO background is a plus).
- Able to thrive under pressure, and experienced handing the critical of escalations with calm and respect.
- Have strong sense of urgency, eager to learn new things.
- Proven ability to analyse and recommend business actions.
- Passion & Proven ability to achieve goals, in a fast-paced dynamic environment.
- Skillful in MS office (Words, Excel, and Power Point). Has knowledge of HTML is a plus.
Our Commitment to Your Growth & WellBeing:
- 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
