Position Summary

o New responsibility is understanding the existing process, operation, system and customer feedback or insight of data from related team to design the best customer experience management for customer service staff across touch point (Contact center / Service center)
o Expanded responsibility to develop communication guidelines for customer service staff, including tone of voice, wording and personnel presentation.
o Direct influence on NPS uplift, customer journey satisfaction, and brand consistency, supporting 2026–2027 CX strategy

Role and Responsibilities

Create and Organize the Competency framework for Service Centers’ staff

• Identify individual and team competency gaps
• Create the competency framework for Receptionist (SVC Centers’ staff)
• Design the Assessment method, collection result and GAP investigation
• Create development plan to fill gap with, provide Coach & Feedback as a tools.

Create and Organize CS training roadmap for upfront staff and Leader level

• Create a development plan for Service Center Leader level.
• Standardize a qualification, Pre-screening, Interview guideline for service partner.
• Create curriculum, Prepare Friendly Training materials (Power point, VDO, Instruction manuals)
• Organized the orientation training and certified (Theory and Practice test) for new staff both online and offline
• Maintain updated records of training curricula and material

Enhance the Customer Service Excellence

• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Provide the CS Excellence training program to upfront staff
• Monitor the customer feedback according to the manner and empathy
• Provide improvement training plan with service partner based on customer feedback

Create skill map for motivation program / Recognition award.

• Set up evaluation criteria by skill and performance map.
• Communicate and drive actions
• Assess the impact of each educational course on staff performance and client satisfaction

Manage the Existing People Development program with external parties

• Manage End to End process & operation for program completeness with effective quality, budget and timeline
• Engage service center partner and all stakeholder by each program.
• Continuous improve from learning point to develop each program.

Conduct Customer service workshop with service center partner

• Engage CS Team members & service center partner to involve the workshop for communication, build performance and get feedback or recommendation.
• Act as a lead facilitator/ MC for training sessions, workshops and events involving all audiences

Skills and Qualifications

• Bachelor’s degree or higher in Business Administration, Education, Human Resources or related fields
• Minimum 5 years of experience in Customer Experience management, Soft skills & People development, Learning & development, Training facilitation or related areas.
• Familiar with interactive learning activities and learning incentive program
• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions
• Good communication and presentation in both Thai and English skills
• Familiar in CANVA, Presentation Tools, Communication Tools and strong presentation skills.
• Experience in Sales or Customer service positions at branch/ retail/ store is a plus
• Customer centric mindset and Customer service staff emphatic mindset with strong attention to detail.