Customer Service Specialist

Uniqlo (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

UNIQLO continues to open large-scale stores in some of the world's most important cities and locations, as part of its ongoing efforts to solidify its status as a global brand. Today the company has a total of more than 2,400 UNIQLO stores across the world, including Japan, Asia, Europe, and North America. The total number of stores across Fast Retailing's brands is now close to 3,600.

About this position

“UNIQLO (Thailand) Co., Ltd.” is looking for a Customer Service Specialist with experience in contact center and automation (AI Chatbot).

Responsibilities

• Operate and Manage the contact center to achieve the goal and target of service quality
• Assurance the quality of agent service quality
• Create and maintain relevant chatbot flows by structuring the content and continuously improving the copywritten for great user journeys on the chatbot channel
• Analyze chat logs and customer voice to leverage the highest resolution rate and customer satisfaction of chatbot with the AI service team
• Expand the areas of opportunity and innovation, including best practices and recommendations for maximizing chatbot trustfulness and performance with both of local and global team
• Anticipate escalation and take over incoming contact from all channels (Call, Email, Live Chat) when needed
• Able to coach, feedback and supervise team member for the complicated issue as needed
• Involve in team activities for performance, quality assurance and customer satisfaction improvement initiatives.
• Being the leader to enhance the positive workplace and teamwork spirit

Requirements

• Bachelor’s degree in any related field
• Having at least 1 year experience in Customer Service or related fields
• Good command both Thai and English (Listening, Speaking, Writing & Reading)
• Experience in Chatbot for Customer Service will be a plus
• Pleasant telephone manner and calm disposition
• Service minded and punctual is required
• Having positive attitude and open to constructive criticism and continuous improvement in performance job functions
• Excellent in analytical skill, data management and problem solving skill with the ability to prioritize multiple issue
• Quick learner to new software and able to use multiple systems & platforms
• Ability to adapt to changing demands of the work environment
• Goal-oriented, strongly assertive for achievement and highly self-driven
• Strong verbal and non-verbal communication skills
• Good command of computer literacy especially Microsoft Office