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Skills:

Microsoft Office, Excel, English

Job type:

Full-time

• Answer customer calls with accurately, efficiently and professionally by following call center processes (English and Thai language).
• Maintain and update the necessary information for customer into related banking system with accurately.
• Follow up on customer requests/issues or escalate to supervisors when needed according to department processes.
• Perform sales activities to support business direction by providing and recommend the most suitable banking products and service to customer.
• Fulfill other work assigned by supervisors or managers.
• Bachelor's Degree in any fields.
• Able to work on shift schedule.
• Knowledge of Financial and Banking business (if any).
• Computer literate in Microsoft Office - Word & Excel.
• Customer service oriented.
• Proactive, self-motivated and high responsibility.
• Able to work in a team environment.
• Possess good service mind and patient.
• Able to work under pressure.
• FB: Krungsri Career (http://bit.ly/FacebookKrungsriCareer).
• LINE: Krungsri Career (http://bit.ly/LineKrungsriCareer).
• Talent Acquisition Department.
• Bank of Ayudhya Public Company Limited.
• 1222 Rama III Rd., Bangpongpang, Yannawa, Bangkok 10120.
• Applicants can read the Personal Data Protection Announcement of the Bank's Human Resources Function by typing the link from the image that stated below.
• EN (https://krungsri.com/b/privacynoticeen).
• ผู้สมัครสามารถอ่านประกาศการคุ้มครองข้อมูลส่วนบุคคลส่วนงานทรัพยากรของธนาคารได้ โดยการพิมพ์ลิงค์จากรูปภาพที่ปรากฏด้านล่าง.
• ภาษาไทย (https://krungsri.com/b/privacynoticeth).

Skills:

Electronics, Automation

Job type:

Full-time

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Skills:

Purchasing

Job type:

Full-time

จัดทำทะเบียนคู่ค้าให้เป็นปัจจุบันอยู่เสมอ คัดเลือก ประเมิน จัดทำสัญญา และต่ออายุสัญญาคู่ค้าตามข้อกำหนด บริการช่วยเหลือลูกค้า หรือผู้ติดต่อกับหน่วยงานสินไหม พัฒนาคุณภาพการให้บริการสินไหมเพื่อให้ลูกค้าเกิดความพึงพอใจสูงสุด.

Skills:

Electronics, Automation

Job type:

Full-time

• Your main role is to support RD operations through warehouse management and administrative processes.
• Who are we looking for?.
• Maintain the RDPT Line Warehouse.
• Follow the Thai patent application process and ensure accurate documentation and record-keeping.
• Bachelor's degree in Business and Management or related field.
• Experience: No prior experience required (fresh graduates are welcome).
• Computer Skills: Excel, Outlook, PowerPoint, Word.
• Project time/progress control.
• Project planning, execution, and scope management.
• Project communication and integrated management.
• Thai: Fluent.
• English: Fluent.
• Chinese: A Plus.
• Prepare and issue MRQ based on PM's requirements.
• Maintain the warehouse and ensure standard parts are kept at appropriate stock levels.
• Follow the Thai patent application process and track all related documentation and record-keeping.
• Handle other office administrative tasks as assigned.
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• Enter email address.
• Connect with us.
• Get in touch with us.
• Contact Form.
• About Us.
• Delta Overview.
• Milestones & Achievements.
• Board & Management.
• Corporate Governance.
• Research & Development.
• Global Operations.
• FAQs.
• Solutions.
• Industrial Automation Solutions.
• Building Automation Solutions.
• Data Center Solutions.
• Telecom Energy Solutions.
• Smart Energy Solutions.
• Display and Monitoring Solutions.
• EV Charging Solutions.
• products & services.
• Power Electronics.
• Infrastructure.
• Automation -->.
• Power Electronics.
• Automation.
• Infrastructure.
• Mobility.
• Investor Relations -->.
• Investor Relations.
• Financial Information.
• Shareholder's Information.
• Newsroom.
• Publication.
• Stock and Dividend Information -->.
• IR Contact.
• Service Support.
• Downloads.
• UPS Warranty Check.
• Datacenter Configurator -->.
• Virtual Showrooms.
• Authorized Distributors.
• FAQs.
• Sustainability.
• ESG.
• International Initiatives.
• Green Products.
• CSR Commitment.
• Download.
• NEWS & EVENTS.
• Corporate News.
• CSR News.
• Products & Services News.
• Blog & eBook.
• In the News.

Skills:

Quality Management System, Internal Audit, ISO 14001, English

Job type:

Full-time

Lead Document Control and Record Control activity work with all levels in the organization. To establish and maintain document control and control of quality record system. Control Documents of Quality system and Environmental and Safety system by receive, distribute a document and also dispose and maintain the obsolete document. Work to comply with written document control procedures. Update Master list and All Related. Control and Maintain Customer & Supplier PPAP documents. Control and Maintain Master and Limit sample Advise and suggest employees about Document Control System. S ...

Skills:

Electronics, Automation

Job type:

Full-time

• Your main role is to support RD operations through warehouse management and administrative processes.
• Who are we looking for?.
• Maintain the RDPT Line Warehouse.
• Follow the Thai patent application process and ensure accurate documentation and record-keeping.
• Bachelor's degree in Business and Management or related field.
• Experience: No prior experience required (fresh graduates are welcome).
• Computer Skills: Excel, Outlook, PowerPoint, Word.
• Project time/progress control.
• Project planning, execution, and scope management.
• Project communication and integrated management.
• Thai: Fluent.
• English: Fluent.
• Chinese: A Plus.
• Prepare and issue MRQ based on PM's requirements.
• Maintain the warehouse and ensure standard parts are kept at appropriate stock levels.
• Follow the Thai patent application process and track all related documentation and record-keeping.
• Handle other office administrative tasks as assigned.

Skills:

Budgeting, Compliance, Project Management

Job type:

Full-time

• Manage daily operations of the data center, ensuring all systems function smoothly and meet quality standards.
• Develop and implement operational procedures that enhance efficiency and align with business objectives.
• Establish key performance indicators (KPIs) for operational activities and conduct regular assessments to ensure targets are met.
• Oversee resource allocation, including staffing, budgeting, and equipment management, to maximize operational effectiveness.
• Monitor financial performance, analyze cost structures, and recommend solutions to improve profitability.
• Ensure adherence to industry regulations and internal policies regarding data security and operational compliance.
• Develop and maintain disaster recovery plans to ensure business continuity in case of disruptions.
• Work with IT teams to manage infrastructure, including servers, storage systems, and networking equipment, ensuring optimal performance and security.
• Prepare regular reports for senior management detailing operational performance, challenges, and opportunities for improvement.
• Bachelor's degree in Business Management, Operations Management, or a related field; a Master's degree is preferred.
• Proven experience in operations management or a similar role within the data center or technology sector.
• Strong analytical skills with the ability to interpret financial data and operational metrics.
• Excellent leadership and communication abilities to effectively collaborate with diverse teams.
• Proficiency in project management tools and operational software.
• Knowledge of data center operations, including infrastructure management, cooling systems, power management, and security protocols.
• Detail-oriented with strong problem-solving skills.
• Ability to work under pressure and manage multiple priorities effectively.
• Strong commitment to continuous improvement and operational excellence.
• Fluent in English both written and verbal (Minimum 750 TOEIC score).
• Goal - Oriented, Unity, Learning, Flexible.

Experience:

2 years required

Skills:

Problem Solving, English, Thai

Job type:

Full-time

• Customer Services.
• Answer incoming calls and provide information to all customer requests at the first call solution (excluding policy cancellation request of direct marketing customers that transfer to retention team for further convincing).
• Carry out assignments and handle problems in accordance with call patterns, instructions, policies, procedures and / or accepted practices to ensure optimum level of Quality.
• Support customers to handle and eliminate day-to-day issues with enquiries.
• Quality Management.
• Be responsible for delivery our service offers with excellent service as well as handling the complex or difficult cases.
• Skill sets and the customer satisfaction measured by Bottom Up and Top Down NPS.
• Communicate professionally at all time with customers, other team and other department to ensure consistently effective working relationships.
• Contribute or be involved in Contact Centre process and procedural analysis or projects as and when required.
• Provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.
• Handle difficult & special calls and solve other issues escalated by agents & follow up with various departments on problem solving or information sharing if needed.
• Ensure performance and take timely action to drive the continuous customer service satisfaction improvement.
• Incoming cases and calls monitoring and job assignment including calls and email.
• Must Have.
• Bachelor's degree in any fields.
• At least 2 years in customer service, call centre experience from health and general insurance.
• Good communications skills both written and spoken Thai and English.
• Excellent customer service mind and Self-motivated.
• Nice to Have.
• Good Influencing, negotiating, presentation and motivation skills.
• The Knowledge of insurance operations and processes will be the advantage.
• Good computer knowledge and skills including Microsoft word/ excel, and database management.
• Any AI-future skills e.g., ChatGPT, or CoPilot365, will be advantage.
• Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural Internal background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
• Join us. Let's care for tomorrow.

Skills:

Problem Solving, Data Analysis, Leadership Skill

Job type:

Full-time

• บริหารและควบคุมการปฏิบัติงานของทีม Help Desk / Call Center ให้เป็นไปตามมาตรฐานการให้บริการและข้อตกลงระดับการให้บริการ (Service Level Agreement: SLA).
• วางแผนกำลังคน จัดตารางการทำงาน และบริหารทรัพยากรของทีมให้สอดคล้องกับปริมาณงานในแต่ละช่วงเวลา.
• บริหารจัดการเหตุขัดข้อง (Incident) และกรณีที่ต้องส่งต่อการแก้ไข (Escalation) พร้อมประสานงานกับหน่วยงานที่เกี่ยวข้องจนสามารถแก้ไขปัญหาได้ตาม SLA.
• ควบคุมและพัฒนาคุณภาพการให้บริการ (Service Quality) เพื่อสร้างความพึงพอใจสูงสุดแก่ลูกค้า.
• วิเคราะห์ข้อมูลจาก Ticket, Call Log และรายงานการให้บริการ เพื่อค้นหาสาเหตุของปัญหา (Root Cause Analysis) และกำหนดแนวทางป้องกันการเกิดปัญหาซ้ำ.
• จัดทำและนำเสนอรายงานผลการดำเนินงาน เช่น SLA, KPI, First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT) และข้อมูลด้านการให้บริการต่อผู้บริหาร.
• ประสานงานกับทีม Technical Support, Software Support, Field Service, Network และหน่วยงานที่เกี่ยวข้อง เพื่อให้การให้บริการเป็นไปอย่างมีประสิทธิภาพ.
• จัดทำ ปรับปรุง และควบคุมมาตรฐานการปฏิบัติงาน (SOP), คู่มือการปฏิบัติงาน (Work Instruction) และฐานความรู้ (Knowledge Base).
• พัฒนาศักยภาพทีมงาน ให้คำแนะนำ ประเมินผลการปฏิบัติงาน และสร้างแผนพัฒนาบุคลากร.
• ผลักดันการปรับปรุงกระบวนการทำงาน (Continuous Improvement) เพื่อเพิ่มประสิทธิภาพการให้บริการ.
• บริหารจัดการเหตุการณ์สำคัญ (Major Incident) และติดตามจนสามารถกลับมาให้บริการได้ตามปกติ.
• สำเร็จการศึกษาระดับปริญญาตรีขึ้นไป สาขาเทคโนโลยีสารสนเทศ วิทยาการคอมพิวเตอร์ วิศวกรรมคอมพิวเตอร์ หรือสาขาอื่นที่เกี่ยวข้อง.
• มีประสบการณ์ด้าน Help Desk, Service Desk, IT Support หรือ Call Center ไม่น้อยกว่า 5 ปี.
• มีประสบการณ์ในการบริหารทีมงานอย่างน้อย 2 ปี.
• มีความรู้ด้าน Incident Management, Problem Management และ Service Management.
• มีความสามารถในการวิเคราะห์ข้อมูล จัดทำรายงาน และนำเสนอผลการดำเนินงานต่อผู้บริหาร.
• มีภาวะผู้นำ สามารถวางแผนงาน บริหารทีม และตัดสินใจภายใต้สถานการณ์ที่มีความกดดันได้.
• มีทักษะการสื่อสาร การประสานงาน และการแก้ไขปัญหาเฉพาะหน้าเป็นอย่างดี.
• สามารถสื่อสารภาษาอังกฤษได้ดี ทั้งการพูด อ่าน และเขียน รวมถึงสามารถประสานงานกับลูกค้า คู่ค้าทางธุรกิจ และผู้ให้บริการ (Vendor) ทั้งในและต่างประเทศได้.
• หากมีประสบการณ์ด้านระบบ EDC, Payment System หรือธุรกิจด้านการเงินและธนาคาร จะได้รับการพิจารณาเป็นพิเศษ.
• หากมีความรู้หรือได้รับการรับรองด้าน ITIL Foundation หรือมาตรฐานการบริหารงานบริการ (Service Management) จะได้รับการพิจารณาเป็นพิเศษ.
• ทักษะที่จำเป็น (Required Skills).
• ภาวะผู้นำ (Leadership).
• การบริหารทีมงาน (Team Management).
• การบริหารงานบริการ (Service Management).
• การบริหารเหตุขัดข้อง (Incident Management).
• การวิเคราะห์และแก้ไขปัญหา (Problem Solving & Root Cause Analysis).
• การสื่อสารและการประสานงาน (Communication & Coordination).
• การบริหารลูกค้าสัมพันธ์ (Customer Relationship Management).
• การวิเคราะห์ข้อมูลและจัดทำรายงาน (Data Analysis & Reporting).
• การบริหาร SLA และ KPI.
• การพัฒนากระบวนการทำงาน (Continuous Improvement).
• ตัวชี้วัดผลการปฏิบัติงาน (Key Performance Indicators).
• การให้บริการเป็นไปตาม SLA.
• อัตราการแก้ไขปัญหาได้ตั้งแต่การติดต่อครั้งแรก (First Call Resolution: FCR).
• ระยะเวลาเฉลี่ยในการให้บริการ (Average Handling Time: AHT).
• ระดับความพึงพอใจของลูกค้า (Customer Satisfaction: CSAT).
• อัตราการปิด Ticket ภายในระยะเวลาที่กำหนด.
• จำนวนปัญหาที่เกิดซ้ำลดลง.
• ประสิทธิภาพในการบริหารทีมและการพัฒนาคุณภาพการให้บริการ.

Experience:

3 years required

Skills:

Leadership Skill, Telesales, Customer Relationship Management (CRM)

Job type:

Full-time

• Be responsible for the Outbound Call Centre team which supports distribution partners in converting prospects leads into closed sales primarily in health and motor insurance. Such support can include but not limited to responding to product and / or shopping inquiries by enquiries, recommending the most suitable benefit plan and / or product to customers, others.
• Supervise Outbound Agents and manage an initial team of up to 5 agents, ensuring they are meeting or exceeding performance targets, and rechecking team members works on ...
• Prepare and allocate prospect leads to Outbound Agents according to internal guidelines as revised from time to time.
• Monitor and analyse outbound calls for the team; such as conversion rates, response time, etc. to ensure daily, weekly and monthly targets are met.
• Assist and ensure that the customers for a smooth shopping experience via easysunday.com website and any other online / offline buying journey via Line, Facebook Chat, Zendesk Ticketing or call.
• Ensure the team can assist and satisfy customer inquiries in a professional and accurate manner.
• Motivate and coach team members to meet and exceed performance goals by creating attractive award schemes that are aligned with company objectives, etc.
• Gather and share all feedback on reasons driving unsuccessful sales conversions.
• Collaborate with the CRM and any other team(s) to ensure customer information is accurately captured and updated in the system.
• Collaborate with other departments to ensure that customer issues are addressed and resolved in a timely manner.
• Develop, update training material and train and coach agents on product knowledge, sales techniques, and customer service best practices. Ensure that there is a structured product training schedule.
• Manage the budget and resources, including scheduling and staffing.
• Work with the Customer Service Manager to improve the call and chat tool experience for agents.
• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3-5 years of experience working as Outbound Agent or any role that involves convincing the B2C customer via phone.
• Preference with active insurance telesales agent licence from Office of the Insurance Commission.
• Proven experience as a Outbound Lead or similar role.
• Strong leadership and management skills.
• Strong analytical and problem-solving skills.

Skills:

Customer Relationship Management (CRM)

Job type:

Full-time

• Premium Guest Relations: Welcome and assist patients, guests, and prospects exclusively in accordance with the company's luxury service standards and Standard Operating Procedures (SOPs) across all communication channels, including telephone, email, and digital platforms.
• Inquiry & Package Management: Efficiently manage customer inquiries by providing comprehensive and accurate information regarding BDMS Wellness Clinic's medical services, wellness products, basic packages, pricelists, current promotions, and other rele ...
• Customer Care & Complaint Resolution: Proactively address customer needs, feedback, and complaints with a solution-oriented mindset. Resolve issues promptly, professionally, and empathetically, ensuring customers feel supported, valued, and respected.
• Relationship Building: Build and maintain lasting, trust-based relationships with patients, clients, and internal team members to foster loyalty and ensure service continuity.
• CRM & Data Utilization: Efficiently utilize internal software, databases, standard scripts, and customer relationship management (CRM) tools to maintain accurate records and optimize workflow.
• Performance Excellence: Strive to consistently meet and exceed contact center Key Performance Indicators (KPIs) and service metrics while maintaining a high quality of customer experience.
• Sales Support & Booking: Actively drive sales leads by processing bookings and making personalized recommendations for products or services that align with the specific health and wellness needs of the client.
• Reporting & Compliance: Complete daily checklists and care center reports accurately. Escalate incidents, critical cases, or any customer experience issues to the direct supervisor in a timely manner. Adhere strictly to all company policies, compliance regulations, and data privacy standards (e.g., PDPA).
• Interdepartmental Collaboration: Maintain open, effective communication within the team and collaborate seamlessly with other departments to provide necessary cross-functional support.
• Professional Development: Actively participate in mandatory training sessions, workshops, and educational courses as assigned to continually upscale service skills and medical product knowledge.
• Ad-hoc Duties: Perform any other duties and special projects as assigned by supervisors or management.
• Education & Experience: Bachelor's degree in Hospitality, Tourism, Communications, Business Administration, or a related field. Prior experience in a luxury hospitality, premium contact center, or medical wellness environment is highly advantageous.
• Communication Skills: Exceptional verbal and written communication skills. Possess a professional, clear, and reassuring tone of voice with excellent listening skills.
• Service Mindset: A bright, service-oriented attitude with an outgoing personality and strong interpersonal skills to work effectively within a multicultural team.
• Adaptability & Resilience: Positive attitude, a strong willingness to learn, and high adaptability. Comfortable working in a dynamic, fast-paced environment where priorities may change.
• Task Management: Highly organized, detail-oriented, with proven multi-tasking abilities and effective prioritization skills under minimal supervision.
• Problem Solving: Proactive and solution-oriented approach to customer issues and operational challenges.
• Sales Aptitude: Comfortable interacting with diverse consumers daily and proactively following up on sales leads to convert inquiries into bookings.
• Flexibility: Flexibility in terms of working hours, with the ability to work in shifts (5 days per week, including weekends and public holidays as required).

Experience:

5 years required

Skills:

Problem Solving

Job type:

Full-time

• Lead and supervise customer service team to provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.
• Handle difficult & special calls and solve other issues escalated by agents & follow up with various departments on problem solving or information sharing if needed.
• Monitor team performance, achieve customer service targets.
• Manage, Advise, Coaching and communicate with the customer service team to ensure high performance and take timely action to drive the continuous customer service satisfaction improvement.
• Manage a team of customer service i.e. Make sure the day-to-day operations run smoothly.
• Incoming cases and calls monitoring and job assignment including calls and email.
• Talk to agents regularly, find out potential people issues, solve or escalated accordingly.
• Fulfill all other work assigned by the manager.
• Liaising with the Customer Service Manager to help develop action plans for the call centre team.
• Must Have.
• Graduated degree in marketing, business administration, economics or related fields.
• Minimum 5 years in Customer Service with at least 2 years in managerial level, Call Centre and other related fields.
• Nice to Have.
• Good presentation and motivation skills.
• Influencing and negotiating skills.
• Good communications skills both written and spoken Thai and English.
• Excellent customer service mind and Self-motivated.
• The Knowledge of insurance operations and processes will be the advantage.
• Good computer knowledge and skills including Microsoft word/ excel, and database management.
• Familiar with Data Management.
• Any AI-future skills e.g., ChatGPT, or CoPilot365, will be advantage.
• Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
• At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
• We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
• Join us. Let's care for tomorrow.

Experience:

1 year required

Skills:

Data Analysis, Social media, Recruitment, Biology, English, Thai

Job type:

Full-time

• Bachelor's Degree in Business Administration, marketing, Management or related.
• At least 1 years of working experience in Call-center field.
• Experience in call-center or sale would be highly advantageous.
• The Company may use AI-assisted tools to support data analysis at certain stages of the recruitment process. The Human Resources team oversees the entire process and retains final decision-making authority to ensure an accurate and comprehensive assessment.
• Applicant data will not be used to train AI models and will only be accessible to authorized HR personnel and the relevant hiring managers or supervisors.
• By submitting your application for this position through the recruitment system, you acknowledge that you have read and understood this notice.

Skills:

Leadership Skill

Job type:

Full-time

• Overall Airport Premium Service Operations Management.
• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.
• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.
• Manage operations to ensure 24/7 service coverage, 7 days a week.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Define Operational KPIs and monitor performance across each function.
• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.
• Act as the Management Escalation Point for major operational and service issues.
• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.
• Service Operations Planning.
• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.
• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.
• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.
• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.
• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.
• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.
• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender.
• Requirements, Customer Profile, and Special.
• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.
• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.
• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.
• Butler Operations & 24/7 Service Delivery.
• Oversee approximately 8-10 Butler Team Leads and 80-100 Butler / Personal Assistant Officers across BKK and DMK.
• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.
• Define Frontline Operating Standards and Service Expectations.
• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.
• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.
• Define Decision Authority and the Escalation Matrix for Team Leads.
• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.
• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.
• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.
• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.
• After-hours & Real-time Operations Management.
• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.
• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.
• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.
• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.
• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.
• Service Quality & Service Excellence.
• Oversee the Service Quality & Training Team of approximately 2 team members.
• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.
• Define and monitor SLAs and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.
• Ensure consistency of Service Standards across BKK and DMK.
• Drive Service Excellence and Continuous Improvement initiatives.
• Training & People Capability Development.
• Define Competency.
• Requirements and Training Roadmaps for Team Leads and Butlers.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop and maintain a Skill Matrix to support Service Assignment and People Development.
• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.
• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.
• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.
• Complaint, Compliment, Service Error & Customer Feedback Management.
• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.
• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.
• Review Major Complaints and Sensitive Customer Cases.
• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.
• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.
• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.
• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.
• Corporate Standards, ISO & Certification.
• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.
• Implement Corporate Standards and Policies within Airport Operations.
• Ensure compliance with relevant ISO and Certification.
• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.
• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.
• Customer Success & Call Center Collaboration.
• Work closely with Customer Success on Customer / Corporate / Agent.
• Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.
• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.
• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.
• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.
• Revenue, Capacity & Productivity Management.
• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.
• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.
• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.
• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.
• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.
• Data-driven Operations & Performance Management.
• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.
• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.
• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.
• Process, System & Continuous Improvement.
• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking.
• Planning.
• Assignment.
• Service Delivery.
• Quality.
• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Reduce Human Error and improve Assignment Accuracy.
• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.
• Support the scaling of Operations to accommodate future Business Growth.

Experience:

7 years required

Skills:

Leadership Skill

Job type:

Full-time

• Overall Airport Premium Service Operations Management.
• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.
• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.
• Manage operations to ensure 24/7 service coverage, 7 days a week.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Define Operational KPIs and monitor performance across each function.
• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.
• Act as the Management Escalation Point for major operational and service issues.
• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.
• Service Operations Planning.
• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.
• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.
• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.
• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.
• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.
• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.
• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender.
• Requirements, Customer Profile, and Special.
• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.
• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.
• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.
• Butler Operations & 24/7 Service Delivery.
• Oversee approximately 8-10 Butler Team Leads and 80-100 Butler / Personal Assistant Officers across BKK and DMK.
• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.
• Define Frontline Operating Standards and Service Expectations.
• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.
• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.
• Define Decision Authority and the Escalation Matrix for Team Leads.
• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.
• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.
• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.
• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.
• After-hours & Real-time Operations Management.
• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.
• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.
• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.
• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.
• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.
• Service Quality & Service Excellence.
• Oversee the Service Quality & Training Team of approximately 2 team members.
• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.
• Define and monitor SLAs and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.
• Ensure consistency of Service Standards across BKK and DMK.
• Drive Service Excellence and Continuous Improvement initiatives.
• Training & People Capability Development.
• Define Competency.
• Requirements and Training Roadmaps for Team Leads and Butlers.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop and maintain a Skill Matrix to support Service Assignment and People Development.
• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.
• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.
• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.
• Complaint, Compliment, Service Error & Customer Feedback Management.
• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.
• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.
• Review Major Complaints and Sensitive Customer Cases.
• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.
• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.
• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.
• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.
• Corporate Standards, ISO & Certification.
• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.
• Implement Corporate Standards and Policies within Airport Operations.
• Ensure compliance with relevant ISO and Certification.
• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.
• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.
• Customer Success & Call Center Collaboration.
• Work closely with Customer Success on Customer / Corporate / Agent.
• Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.
• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.
• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.
• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.
• Revenue, Capacity & Productivity Management.
• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.
• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.
• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.
• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.
• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.
• Data-driven Operations & Performance Management.
• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.
• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.
• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.
• Process, System & Continuous Improvement.
• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking.
• Planning.
• Assignment.
• Service Delivery.
• Quality.
• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Reduce Human Error and improve Assignment Accuracy.
• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.
• Support the scaling of Operations to accommodate future Business Growth.