Job Purpose

This role is a key person who support customer service and management in problem and deliver the service on performance report and service initiatives implementation, Support Contact Center representative on system solution, Develop new service capabilities project and deliver key action to implement within project QDC, Produce performance reports and data extraction on regular basis and perform other tasks or work in project per assignment.

Key Responsibilities

Contact Center Support and Performance

• Ensure support effectiveness of a smooth day to day operation for Inbound and Outbound.
• Support Customer Services Representative on problem or system issues and liaise with related parties for getting solution within SLA.
• Gathers issues related to core system, CRM, and other system uses.
• Reports issues found to related parties per guideline
• Follows up for the resolution and coordinate with users for testing and confirm the result of problem solving

Service Capabilities and Employee Experience Development

• Perform for UAT plan, tests and verifies results
• Coordinates with IT, vendor and related parties to complete UAT or fix any issue within agreed timeline
• Support information to takes action to get resolution on issue of information or system
• Delivers key deliverables of responsible projects or BAU within the SLA
• Maintain and update the Knowledge Management and Standard Operating Procedure
• Trains the trainer and support users after new or modified system go live

Customer Experience Improvement

• Consolidates the voice of customer and produces the statistical report
• Delivers quick wins or service initiatives target within committed timeline
• Monitors, reviews and assesses the CX result after new initiative deployment.
• Management Information and Reporting
• Produces regular performance report of Contact Center Team (both
• Inbound and Outbound) or data extraction for using in operations

Qualifications

• Bachelor or higher degree in any field.
• Minimum 5 years experienced in customer service or system
• Data analytical skill, Project management ,communication and presentation skills.
• Ability to work well under pressure and highly self-motivate and solve problems 
• Effective communication both Thai and English.
• Certificate of Project management program is a plus
• implementation and support and have knowledge of MIS.