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