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Service Excellence Manager

The Bangkok Residence Company Limited
The Bangkok Residence Company Limited (Khlong Toei, Bangkok)
Bangkok, Thailand 🇹🇭
The Bangkok Residence Company Limited
The Bangkok Residence 88 is an established professional property agent, acting with a high the highest level of integrity. We are a team of experienced, ethical professionals and as real estate agents, we offer unique insights into the property market. Our client’s place their trust and confidence in us. Our belief and philosophy is to deliver a superb standard of service whether it is sales, residential development, property investments or valuations. We focus on customer satisfaction and offer a remarkable, informed service so that our clients are able to make fully informed decisions.

About this position

The Service Excellence Manager is responsible for managing the performance of the technical team and customer service at the service center, ensuring effective resource planning, and maintaining high customer service standards.

Responsibilities

• Managing performance of technical team including responsibility for utilizing resources on cost/budget and service.
• Managing performance of customer service at service center.
• Managing information of house repairings including sufficient service management.
• Managing KPI target, able to analyze cause and develop the action plan.
• Has strong analytical, and problem solving.
• Develop objectives for the call center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).
• Assume responsibility of budgeting and tracking expenses.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.).
• Prepare reports for different departments or upper management.
• Good management and communication skills.
• Manage and evaluate teams to improve performance by monitoring and manage project performance.
• Able to operate and manage multi-task / various projects.
• Responsible for the abnormal complaint handling of the product from client, improve the report response, supervise the technical, and improve the problem found in advance.

Requirements

• Proven experience as call center manager or customer service manager or similar position.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
• Bachelor degree or above.