Customer Service Manager - Startup New Business (Credit Card)

Land and Houses Bank Public Company Limited

Land and Houses Bank Public Company Limited (Bangkok)

Bangkok

Bangkok, Thailand

Land and Houses Bank PLC firstly operated as retail banking since December 2005 and was granted to fully operated as commercial bank from BOT on December 2011. For over 14 years, from the country’s largest asset-based and most secured property developer with the highest market share…we are now becoming the integrated financial institution for new generations. As per our slogan “We are FAMILY”, we believe, working in family environment will effectively and proactively support and provide opportunities for everyone to create new business initiatives. So new working environments and fun jobs are awaiting to all candidates. Please join us and become one of our “FAMILY”.

About this position

The Customer Service Manager for the Startup New Business (Credit Card) will be responsible for setting up and managing the call center operations, ensuring a high-quality customer experience, and overseeing the training and performance of staff.

Responsibilities

Key Responsibilities:
• Design and implement a roadmap for setting up the call center, including technology, processes, and staffing.
• Develop policies, procedures, and workflows to optimize efficiency and quality.
• Work with IT to select and deploy necessary software, telecommunication systems, and CRM tools.
• Ensure compliance with legal and regulatory requirements.
• Foster a customer-centric culture to ensure high-quality service in every interaction.
• Act as the point of contact for escalated issues.
• Gather customer feedback and work with internal teams to resolve issues and improve services.
• Create SOPs for handling customer interactions and internal processes.
• Understand the end-to-end credit card process and design frameworks.
• Implement escalation protocols and quality assurance measures.
• Recruit and onboard call center agents and supervisors.
• Define job roles, responsibilities, and reporting structures.
• Develop training programs covering customer service, product knowledge, and call center systems.
• Ensure agents are skilled in handling inquiries, complaints, and escalations.
• Track call center metrics like call volume, response time, resolution time, and customer satisfaction.
• Use data analytics to identify improvement opportunities.

Requirements

Qualifications:
• Bachelor’s degree or higher in business administration, Customer Service Management, or related field.
• 5+ years of experience in customer service operation, preferably in credit card industry.
• Strong understanding of credit card products and services.
• Strong understanding of call center technologies and reporting tools.
• Excellent leadership and team building skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations.