Career

Self Serve Platform Customer Service Manager

Marketing Solutions, Bangkok

Be the first CS in the new business unit.
Direct report to Deputy Head of Self Serve Platform department
Team Management: Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure optimal performance.
Customer Support: Oversee the day-to-day operations of our self-serve platform customer support, including inbound and outbound communication channels (e.g., email, phone, chat).
Performance Metrics: Monitor and analyze key performance indicators (KPIs) to measure team effectiveness and identify areas for improvement.
Process Optimization: Continuously evaluate and optimize customer service processes to enhance efficiency and improve customer satisfaction.
Escalation Management: Handle escalated customer issues and complaints promptly and professionally, ensuring resolution to the customer's satisfaction.
Training and Development: Develop and implement training programs to equip the customer service team with the necessary skills and knowledge to provide excellent support.
Customer Satisfaction: Foster a customer-centric culture within the team, promoting empathy and understanding of customer needs.
Platform Expertise: Gain a deep understanding of our self-serve platform and its features to effectively assist customers and troubleshoot issues.

Proven experience working in a tech platform customer service team, with a strong understanding of the challenges and best practices in this field.
5+ years experience in running a call center customer service operation, including managing inbound and outbound calls.
Demonstrated leadership skills in managing a customer service team of at least 10 people, with a proven track record of success.
Experience in the digital media industry will be highly considered, as it will provide a valuable understanding of the target audience and industry trends.
Excellent communication and interpersonal skills, both verbal and written.
Strong problem-solving and analytical skills.
Ability to work under pressure and meet tight deadlines.
Proficiency in relevant customer service software and tools.