Senior Customer Service Manager

Kerry Express (Thailand) Public Company Limited

Kerry Express (Thailand) Public Company Limited (Bang Rak, Bangkok City, Thailand)

Bangkok, Thailand

Established in 2006, we are now having more than 5,500 service points in all provinces in Thailand. Our next-day (ND) delivery service covers 99.9% of Thai population, and 97% of the parcels are delivered at the first attempt. Everyday, Kerry Express delivers more than 1,100,000 of parcels to offices, warehouses, retail shops and households. Our key customers include international express firms, e-commerce companies, home shopping channels, banks, technology firms, telecom companies, financial institutes, schools, as well as local retail chains. Since 2013, Kerry Express started to provide over-the-counter parcel service (C2C) by opening Parcel Shops in local communities. We also operate Parcel Lockers in offices and condominiums. These service locations help thousands of individuals and SMEs in Bangkok sending parcels at ease to their families, friends, customers and business partners across the nation. Kerry Express is also Thailand’s biggest cash-on-delivery (COD) operator and in terms of overseas — Kerry Express has its presence in Hong Kong, Taiwan, Vietnam, Cambodia and Malaysia.

Detail posisi

The Senior Customer Service Manager is responsible for coordinating the overall work of the call center, implementing service standards, and enhancing customer satisfaction while managing operational risks and team development.

Kewajiban

• Coordinate the overall work of the call center, implement headquarters' service standards and regulations, ensuring normal operation of the center and meeting the required targets
• Improve customer satisfaction by implementing center business operations based on headquarters' business planning and control strategies, ensuring that the center's service levels meet customer demands and continuously enhancing customer satisfaction
• Implement service policies and standards, providing effective support for customer service work within the center based on different business requirements (hotlines, online, specialized customer service, etc.)
• Collaborate with sales departments, operations departments, finance departments, and other departments to resolve customer feedback issues, improve service policies and standards, and enhance customer experience
• Manage operational risks by developing risk response strategies in accordance with the company's customer service processes and regulations, ensuring smooth operation of the center and reducing risks
• Build and manage team by setting recruitment and talent development plans to enhance team cohesion and talent reserves
• Control customer service costs by developing cost control plans based on headquarters' cost control strategies and the actual situation of the center, ensuring cost control objectives are achieved and managing risks

Kualifikasi

• Bachelor’s degree or higher education in Business, Marketing or related fields
• Language proficiency: Proficiency in Thai-Chinese or Thai-Chinese-English is preferred, followed by English-Thai
• Over 5 years of customer service management experience in the express delivery industry