About LINE MAN Wongnai
LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.
What you’ll Do:
- Provide strong leadership, vision, insight, motivation and goals to developing Customer Service/Support best practices
- Create and develop team SOP and ensure the well execution for business operation
- Manage the development and implementation of operational strategies for Customer Support Management
- Manage team shift managements both internal and outsourced staff to align with servicing FTEs
- Weekly and Monthly monitor resources FTEs and create job rotation, resources allocation plan
- Provide management reports both voices and non-voices services and analyze the data and suggest the action plans to managements
- Ensure smooth running of daily processes to meet service commitment levels
- Cost management and utilizations for department's highest efficiency and being as lean as possible
- Ensure that all subordinates are working effectively and following all technical and company service processes as well as ensure that proper notification/ escalation of service activities are followed as related by company policies and partner requirements
- Manage, train and coach Customer Support Team member and monitor staff’s performance according to established monitoring standards
What you’ll Need:
- 3 year’s work experience in customer service, customer experience, operations or a related field. 2 years of people management experience is preferred.
- Excellent analytical and math skills.
- Passionate about the customer and curious about customer behavior.
- Proven ability to build relationships, facilitate and negotiate across an organization.
- Strong background in customer research and analytics techniques, customer strategy, process improvement and performance management.
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Last updated on Dec 25, 2024