Customer Engagement Senior Staff

Job description:-

• Lead the team in developing and enhancing customer service operations to meet organizational standards.
• Monitor, track, and evaluate agent performance to ensure service quality and operational efficiency.
• Ensure that all process changes and improvement initiatives are accurately reflected in documented policies and procedures.
• Conduct daily social media monitoring and handle high severity cases in a timely and appropriate manner.
• Oversee end to end complaint management and coordinate with case owners to ensure effective resolution.
• Ensure effective communication within the call center and provide feedback and guidance to agents to improve performance.
• Analyze customer feedback to identify improvement opportunities and implement appropriate solutions.
• Collaborate with cross functional teams to ensure unified and consistent customer experience.
• Prepare and deliver reports for relevant operations and management.

• Bachelor’s degree in business administration, communication, or a related field.
• At least 3 years of experience in managing a call center team, customer service.
• Experience in evaluating call quality, customer interactions, and service standards.
• Ability to analyze call data, performance metrics, and customer experience trends.
• Proficiency in MS Office (Excel, Word, PowerPoint) for reporting and documentation.
• Proficiency in reading, writing, and speaking in English.
• Ability to provide clear, constructive feedback to agents.
• Ability to identify service gaps, root causes, and areas for improvement.
• Strong analytical thinking to evaluate call accuracy, compliance, and service effectiveness.
• Able to work under pressure, can solve problems and have negotiation skills.

• Life insurance
• Medical insurance
• กองทุนสำรองเลี้ยงชีพ
• การฝึกอบรมและพัฒนาพนักงาน
• ค่าทำงานล่วงเวลา
• ค่ายินดีมงคลสมรส
• ทำงานสัปดาห์ละ 5 วัน
• ประกันสังคม
• ประกันสุขภาพ
• ประกันอุบัติเหตุ
• เครื่องแบบพนักงาน, ชุดยูนิฟอร์ม
• เงินช่วยเหลือฌาปนกิจ
• เที่ยวประจำปี หรือเลี้ยงประจำปี
• โบนัสตามผลงาน/ผลประกอบการ
• โบนัสประจำปี