Customer Service Excellence Supervisor/Assistant Manager

Ravipa Jewelry Company Limited (Pathum Wan)

Bangkok, Thailand

All of RAVIPA jewelry are delicately crafted in every procedure by our craftsman with over 30 years of experience. Every piece of our jewelry is handmade. The material is specially chosen and is exceptionally qualified.

About this position

The Customer Service Excellence Supervisor/Assistant Manager is responsible for managing customer service and after-sales processes, leading a team to enhance customer satisfaction and drive sales across various platforms.

Responsibilities

• Manage customer service and after-sales processes effectively.
• Respond promptly to customer queries via email, live chat, video calls, phone, and social media channels.
• Identify common customer problems and escalate them to management, providing possible suggestions for improvement.
• Lead the team to boost sales across all social media and e-commerce platforms.
• Take ownership of team results and provide strong leadership by continuously monitoring traffic, identifying discrepancies, and taking corrective actions to achieve company goals and meet service level agreements.
• Foster team engagement and create a safe, open environment where regular feedback is encouraged.
• Analyze monthly and yearly key performance indicators (KPIs) to track agency and promotion performance against objectives.
• Develop CRM strategies to enhance customer loyalty and retention.
• Monitor campaigns, promotions, and events to ensure the highest level of customer experience.
• Analyze customer feedback and market trends to continually improve service quality and customer satisfaction.
• Handle ad hoc projects as assigned.

Requirements

• Minimum of 5 years of experience in customer service.
• At least 2 years in a managerial position.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Demonstrated entrepreneurial mindset, strong interpersonal skills, results orientation, and a spirit of cross-functional collaboration.
• Excellent communication, leadership, sales, and training abilities.
• Strong service mindset.