Career
Self Serve Platform Customer Service Manager
Marketing Solutions, Bangkok
We are seeking a highly motivated and experienced Self-Serve Platform Customer Service Manager to join our dynamic BPaaS company. In this pivotal role, you will oversee the customer service operations for our self-serve platform, ensuring exceptional customer satisfaction and efficient problem resolution.
What You'll Do
- 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.
Who You Are
- 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.
Why You'll Love It
- Competitive Salary
- Performance Review ( 2 times per year )
- Performance Bonus ( 1 time per year from 0.5-month to 3-month salary amount )
- Annual Paid Leave
- Compassionate Leave
- Health Insurance
- Social Security
- Discount for Fitness Gym at EmQuartier
- Monthly Birthday Celebration
- Monthly, Quarterly, Annual MVP Awards (prizes up to 8,000USD)
- Creative office at EmQuartier
- Work in professional and dynamic environment
- Good chance to explore new trends in a digital market
- Opportunity to learn most advanced advertising technology platforms
- No fixed day for promotion - Perform well and get promoted anytime!