Senior Customer Service Manager

About the role

The Customer Service Manager is a pivotal leadership role responsible for owning the full customer service function at VOLT. This role leads and develops the Customer Service team and its supervisors, ensures that all customer inquiries are handled professionally, and makes sure solar panel installations are scheduled efficiently. The ideal candidate is a strategic problem solver with a proven record of building high performing teams, dedicated to delivering an exceptional customer experience and driving smooth coordination between clients and our internal sales, installation, and technical teams.

Key responsibilities

• Lead, coach, and evaluate the Customer Service team and its supervisors. Set clear goals, manage performance, and plan team capacity and training to deliver high accuracy and excellent service.
• Act as the final point of escalation for complex customer inquiries, complaints, and service issues, ensuring timely and effective resolutions. Must be proficient with CRM or ERP systems and able to oversee ticket management.
• Oversee the appointment scheduling process, ensuring seamless coordination between the customer service team, clients, and the Sales, technical, and installation departments to meet deployment targets.
• Develop, implement, and continuously improve customer service standard operating procedures (SOPs), call scripts, and workflows to enhance operational efficiency and scalability.
• Define and monitor key team metrics (e.g., response time, resolution rate, customer satisfaction) and deliver regular performance reports and improvement plans to the management team.

About you

• Bachelor's degree in Business Administration, Communications, or a related field, GPA > 3.0
• At least 5 years of experience in Customer Service (ideally consumer related e-commerce), with at least 2 years in a management role.
• Strong ability to motivate, guide, and develop a team and its supervisors in a fast paced environment, with a proven track record of improving team performance.
• Excellent conflict resolution skills with a customer centric mindset, the ability to handle escalated situations calmly, and comfort using data and KPIs to make decisions.
• Excellent command of spoken and written Thai. Basic English comprehension (able to understand simple emails and documents) is sufficient.

About us

VOLT specializes in providing solar energy solutions to residential and commercial clients across Thailand. Our business model focuses on offering solar systems on a leasing basis, making renewable energy accessible with no upfront costs. Clients pay a monthly fee that often replaces their traditional electricity bill. VOLT takes care of installation, maintenance, and monitoring of the solar systems, ensuring a seamless transition to sustainable energy.

Benefits

• Group Insurance (OPD, IPD and Accident)
• 10 days annual leave