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Head of Technical Solutions and Complaint Management Department

True Corporation Public Company Limited (Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
True Corporation Public Company Limited was created from the merger of two Thai organizations with solid foundations: True Corporation Public Company Limited and Total Access Communication Public Company Limited. There is a strong commitment to serving all Thai people and new customers in the region by upgrading networks and digital services to improve quality of life, and sustainable living, and create opportunities for inclusive prosperity. Telecom-Tech Company under the name of True Corporation Public Company Limited, we aims to develop various services to connect consumers and Thai businesses to become a force to drive Thailand’s digital economy. Both businesses and consumers will benefit from the new company’s potential that helps attract world-class talented people including investing in infrastructure and startups. The combined potential of the new company will help drive Thailand’s digital agenda forward in leaps and bounds towards becoming a regional technology center that is also recognized globally. From developing and creating new services that had never happened before, such as telemedicine, virtual world technology, including AV and VR, smart cars, and smart homes, we will foster an environment ripe for innovation across various sectors. This integration of cutting-edge technology into everyday life will not just revolutionize convenience but also enhance accessibility and efficiency in numerous aspects. It's a journey into the future where the boundaries between the physical and digital realms blur, offering unprecedented opportunities for progress and transformation in Thailand's technological landscape.

About this position

We are seeking an experienced and dynamic leader to oversee the Technical Solutions and Complaint Management Department. This role will be responsible for developing and executing the strategy for managing complaints and technical solutions, ensuring alignment with business goals, and driving operational efficiency.

Responsibilities

• Strategy Development: Create and execute complaint management strategies aligned with organizational goals.
• Team Leadership: Set clear objectives, KPIs, and performance expectations for the complaint management team.
• Data Monitoring & Insights: Track and analyze complaint trends, providing actionable insights to improve processes.
• Process Optimization: Design and develop tools and workflows to enhance complaint management across all channels (voice, non-voice, digital).
• Customer Experience Oversight: Manage the end-to-end customer contact process, ensuring a seamless customer experience.
• Trend Analysis & Solution Implementation: Analyze complaint data to identify recurring issues and implement solutions to reduce complaint volumes and improve efficiency.
• Technical Complaint Resolution: Address complex technical complaints, including mobile network, fraud, billing, and service-related issues, and visit customers on-site as needed.
• Voice of the Customer (VOC): Manage high-demand complaints submitted through government channels and take action on issues related to OCPB and NBTC.
• Special Requests Management: Oversee VIP, Sweet Heart/Hero cases, and second-tier support tasks such as SIM/device deliveries and technology changes.
• Revenue Protection: Manage service-to-sale strategies to protect revenue and minimize downsell cases.
• Business Project Leadership: Drive company-wide initiatives aimed at improving customer satisfaction and business outcomes.

Requirements

• Education: Bachelor's degree in Science, Statistics, Psychology, Engineering, or a related field.
• Experience: Over 10 years of managerial operations experience and 15+ years in business operations.
• Experience in Complaint Management, Customer Retention and Technical Solutions will be advantageous.
• Proven leadership and management capabilities, with a strong record of performance and motivation.
• Skilled in people management, innovation, and effective collaboration.
• Strong communication and problem-solving abilities.
• Expertise in business process management and delivering high levels of customer satisfaction.
• Proficient in handling multiple priorities and guiding teams to success.
• Knowledge of technical solutions and experience in resolving customer complaints related to technology and billing.