Customer Care Assistant Manager

BangkokLINE Company ThailandProduct PlanningCustomer SupportFull-time

Department: Customer Care

Team: Family Apps

 

LINE Global Customer Care team is dedicated to providing exceptional experience for our customers. We provide not only our services to resolve the customer issues and inquiries but also that WOW experience to make them come back and use our LINE services.

 

This position is responsible for leading both in-house TH Customer Care team and outsourcing team; being a partner with Head of Customer Care to develop operational performance; handling budgets, controlling the cost, as well as managing actual and forecasted cost against the budget; and conduct capacity planning to ensure TH Customer Care run smoothly and efficiently.

 

Responsibilities

  • Ensure team members’ delivery of the best services to customers with the right procedures in place as well as maintain stable daily operations
  • Help manage Global Customer Care KPIs for TH Customer Care by implementing effective reporting and monitoring with action plans and programs aimed at continuous improvements
  • Identify, analyze, and prioritize customer’s issues, as well as escalate them to cross-functional teams to resolve the issues in time
  • Conduct a variety of customer satisfaction activities, including tracking metrics, quantitative and qualitative data gathering, analysis, and initiative driving for improvements
  • Build standard operating procedures, documents, and FAQs
  • Ensure the workflows or templates of TH Customer Care run smoothly and efficiently
  • Take responsibility for staff development through staff’s performance monitoring, training, and coaching
  • Motivate and guide the staff to ensure goals are met, and drive results
  • Handle customers’ complaints and provide resolutions in a timely manner
  • Evaluate and identify opportunities and tools to drive process improvements that positively impact customer experience
  • Internally and externally work with other teams as needed to appropriately develop resources
  • Share learnings and advocate to help the overall organization to understand customers’ issues and enhance customer experience
  • Complete special projects and/or other tasks as assigned

 

Qualifications

  • Bachelor’s degree or higher in related fields
  • 3-5 years of experience in customer service or contact center environment
  • Experience in e-commerce or related industries
  • Quick learning, analytic, logical thinking, and problem-solving skills
  • Highly energetic, self-motivated, and positive working attitude
  • Ability to handle multiple tasks, prioritize those tasks, and meet deadlines
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint) and/or other relevant software
  • Experience in Salesforce or other customer support ticketing systems
  • Experience in process or system implementation
  • Professional communication skills via phone, email, and chat
  • Excellent verbal and written communication skills in both Thai and English

 

Key Competencies

  • Customer service orientation
  • People and team management skills
  • Coaching and performance feedback skills
  • Communication skills
  • Analytical skills
  • Problem-solving skills
  • Adaptability
  • Attention to details
  • Time management with efficiency and accuracy

 

Location

LINE Thailand Head Office, Gaysorn Tower, Bangkok

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