We are seeking a dynamic Customer Service Team Leader to manage and inspire our customer service team, supporting partners in the automotive business. You will play a key role in driving performance, maintaining high service standards, and ensuring smooth operations in a multinational environment. If you're passionate about leading teams, improving processes, and delivering exceptional service, we'd love to hear from you.
Key Responsibilities:

• Team Management: Hire, train, and prepare call center representatives to respond to customer inquiries, complaints, and troubleshoot issues with services or products. Oversee team shift schedules and supervise daily operations.
• Performance Monitoring: Ensure agents understand and comply with all call center objectives, performance standards, and policies. Track agent performance on KPIs like AHT and abandonment rate; evaluate team progress. Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.
• Support& Escalation: Provide guidance during escalated calls and ensure timely resolution of cases. Answer agents' questions regarding best practices or difficult calls. Handling complaints and escalations is a key responsibility.
• Training& Development: Help agents improve call handling, customer interaction, and case management.
• Conflict Resolution: Manage internal team conflicts and ensure a harmonious work environment.
• Operational Improvement: Identify operational issues and suggest possible improvements. Collaborate with other supervisors and management team members to support agents and maximize customer satisfaction.
• Reporting& Data Management: Prepare reports and analyze data to assist management in determining call center goals. Manage data effectively to ensure accurate communication of performance metrics and insights. Provide daily reports to clients. Demonstrate strong Excel and data management skills.
• Business Partner Collaboration: Work directly with business partners to solve issues and develop services, understanding partners' needs and ensuring alignment with client expectations.

Requirements:

• Experience: At least 3 years in a call center environment or customer service management, ideally with exposure to the automotive industry.
• Education: Bachelor's degree or higher in any field.
• Language Skills: Thai native speaker with strong English proficiency (equivalent to B2 level or TOEIC score of 700+ preferred).
• Technical Skills: Proficient in computer skills, including Microsoft Office (Word, Excel), with an understanding of KPI management and strong data management capabilities.
• Problem-Solving and Composure: Strong problem-solving skills and quick thinking in critical situations. Ability to work under pressure and maintain composure.
• Adaptability and Attributes: Adaptability to different people and situations in the workplace, ability to work effectively in a team, and a proactive approach with a passion for customer service and fast learning.

Key benefits:
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
77703 | Customer Services& Claims | Professional | Allianz Partners | Full-Time | Permanent