Customer Service Manager

Key Responsibility

• Responsibilities for Team Target, P&L, and Quality of service
• Maintaining existing customer to continuous use of our service
• Accomplishes results by communicating job expectations to team members; overall planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Maintains and Improve  work flow by overall monitoring steps of the process; setting processing variables; observing control points; monitoring personnel and resources; studying methods; developing reporting procedures and systems; facilitating corrections to malfunctions within process control points; initiating and fostering a spirit of cooperation within and between departments.
• Create necessary reports for enhancing overall service quality ex. Online Marketing Consultant team’s performance report, summary report of all complaints raised by customers with root cause and counter-measure analysis.
• Set up monthly meeting with top management and related parties to discuss about problems found and improvement ideas.
• Create and control staff development plan on both hard and soft skills with periodical evaluation to make sure they can keep service quality in proper level.
• Create and manage team budget and handle cost reduction program if any.
• Work closely with our partner to develop team knowledge and team performance
• Monitor the day to day team’s activity statistics and KPIs on a regular basis, conduct regular meetings with the teams and with the management in order to improve - performance and efficiency
• Control, analyze and improving sales process (Sale Activities and KPI) along with directors and Business Development team
• Work together with company’s partners e.g. Google to reach the assigned goals.
• Conduct and provide training to other department

Requirements & Professional Competencies

• Bachelor degree or Master Degree in Marketing, Business Administration, Public Relation, Mass Communications, IT Business, Computer, Engineer, Statistics, Economics or related fields.
• More than 3 years experience in managing and coaching team.
• Skillful in MS office (Words, Excel, and Power Point).
• Excellent communication skills in Thai with good communication skills in English (Both speaking and writing), business negotiation, presentation and interpersonal skills.
• Outstanding ability to think creatively with great analytic and problem solving skill aiming to customer satisfaction.
• High level of integrity, self-motivation, and time management with goal and deadline orientation mindset.
• Ability to learn new industries and new business types quickly and can apply this knowledge to internet marketing initiatives and achieving client goals.
• No prior experience in digital marketing required.

บริษัท ไอท้อป พลัส จำกัด
89 อาคารเอไอเอ แคปปิตอล เซ็นเตอร์ ชั้น 32 ห้อง 3204-3207
ถนนรัชดาภิเษก แขวงดินแดง เขตดินแดง กรุงเทพฯ
http://www.iTopPlus.com [link removed]