Customer Service Manager

Dexon Technology Public Company Limited (Rayong)

Rayong, Thailand

Dexon is committed to the delivery of quality inspection services and continuous improvement for our customers satisfaction. Dexon was established in Norway in 1979 and has had its base of operations in Asia since 1996. We are proud to have worked around the world with industry leaders such as Shell, Statoil, Total, Chevron, ConocoPhillips, Exxon Mobil, PTTEP, Newmont and many others. With certification from ISO, DNV, ABS and OSHA we have the capability and commitment to quality to ensure that we are always able to exceed our customers expectations.

About this position

The Customer Service Manager will lead a dynamic team, driving customer satisfaction and proactively addressing client concerns. This role is key in developing and executing strategies for continuous service quality improvement. The ideal candidate will possess strong leadership abilities, and industry expertise, excellent interpersonal skills, a sense of urgency, and an entrepreneurial mindset, with a relentless focus on customer satisfaction.

Responsibilities

Key Responsibilities:
• Lead, mentor, and manage a team of customer service team to ensure the delivery of high-quality service.
• Foster a positive, results-oriented environment by providing ongoing training, support, and motivation to the customer service team.
• Build and maintain strong relationships with key clients, ensuring their needs are met and concerns are resolved promptly.
• Act as the main point of contact for escalated client issues, ensuring a resolution that meets client satisfaction and Dexon’s standards.
• Oversee the delivery of customer service operations, ensuring that all services provided align with Dexon’s quality standards and customer expectations.
• Monitor service metrics (e.g., response times, customer satisfaction) and implement improvements where necessary to meet and exceed performance targets.
• Address complex customer issues and provide effective solutions in a timely manner.
• Ensure customer feedback is effectively collected and acted upon to improve service delivery and client satisfaction.
• Work closely with sales, operations, and technical teams to ensure seamless service delivery and support for customers.
• Coordinate with the Project Manager and other departments to ensure the timely and accurate completion of customer requests.
• Write the conversation scripts for the customer service team to ensure consistent, high-quality communication with clients.
• Develop and implement customer service strategies to improve client satisfaction, retention, and overall experience.
• Use customer feedback and data to identify trends, issues, and opportunities for process improvements.
• Prepare regular reports on customer service performance, including key metrics and trends.
• Analyze customer data to make informed decisions and drive continuous service improvements.

Requirements

Qualifications:
• Education: bachelor’s degree in business administration, Communications, or a related field. Additional certifications in customer service or management are a plus.
• Experience: 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
• (Optional) Previous experience in the oil & gas industry or technology-related services is an advantage.
• Skills: Proficient in English communication.
• Excellent leadership, communication, and problem-solving skills and interpersonal skills.
• Strong customer service orientation with a proven track record of driving customer satisfaction.