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About this position

Responsible for driving excellent customer services in an efficient manner and to gain customer satisfaction, loyalty and retention and contribute to business growth. Lead and ensure the seamless and consistent customer experience of L&H Call Center and Service centers.

Responsibilities

• Report to senior management on the overall contact centre and Service Center (in-house and outsource)
• Set the strategy for the development of the contact centres and service center, staying abreast of new practices and technologies, ensuring that the positive customer experience, supporting business growth and aligning with the company strategies.
• Be responsible for the end to end customer contact and sale support processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Manage the day to day performance of the Contact Centre Operations and Service Center (BKK & Upcountry) to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any demand is effectively covered.
• Applying best practice, develop continuous improvement plans, modern technology and make recommendations based upon the employee and customer insight.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
• Develop and deploy contingency plans for possible service disruption

Requirements

• Bachelor ‘s degree in any related fields
• At least 10 years of experience in customer service function
• Experienced in call center and customer service are required
• Life insurance background is preferable
• Excellent verbal and written communication skills both Thai and English
• Familiar with Telephony / Call center / CRM technology
• Experience managing a big and complex team.
• Leadership / Strategic thinking
• People Management, Customer focused and Customer Centric
• Project Management

Benefits