What's your role in the team?

• Analyze voice of customer to identify the issue, and share with relevant team, actionable insights to improve our service.
• Perform Root Cause Analysis on the information gathered from several sources (NPS, order rating, CS survey, customer's complaint) and categorize the feedback as action points for Inner or Outer Loop.
• Track coaching effectiveness through subsequent NPS and CSAT scores for the contact center agents and ensure that repeated errors, especially the repeat ones are addressed accordingly.
• Consolidate & share Inner Loop findings with the Regional team & Customer Service Team Leader for sustained improvement measures.
• Share Outer Loop findings with other stakeholder for improvement measures; and communicate the process/ offering changes implemented by relevant stakeholders to the contact center as an impact of their feedback.
• Ability to work with minimal supervision and in a fast paced and dynamic environment
• Ensure that you keep yourself abreast with all the latest information on the company's product, services, marketing plans, procedures, and of any changes in policies and standard procedures, so as to ensure that this related information is being communicated to our customers with accuracy, and in a consistent manner.
• Responsible for the overall channels of Voice of Customers (VoC), including developing analysis & reporting methods to internal and external stakeholders.
• Fully understand the VoC issue root-causes, identify issue owner and drive effective issue resolution.
• Ability to influence the CS team towards having a bigger view on overall Customer Satisfaction.
• Having strong analytical mindset in assessing the data to derive meaningful conclusion to prioritize impactful solutions.
• Strong team-player, capable of collaborating internally across CS as well as cross department.

Who are we looking for?

• 1+ years of relevant experience in operations, customer service, or related fields
• Detail-oriented and data analytical skill with proficiency in Excel
• Ability to communicate in Thai and English at a high level
• Multi-tasking and good at project management skill