Kelly Services

Complaint & Escalation Supervisor / Naradhiwas Road, Sathorn/ Up to 60K

Kelly Services
THB 45,000 - THB 70,000 /month
Posted on 02 Mar 2021

Complaint & Escalation Supervisor / Naradhiwas Road, Sathorn/ Up to 60K

Kelly Services

Job Highlights

  • Fluent in English
  • Experienced in team management
  • Understand call center nature work

Job Description

Location: Naradhiwas Road, Sathorn
Salary:Up to 60K
Workdays: Mon-Fri
Work hours:8.30-17.30

Responsibilities:
- Promptly respond to escalate subscriber inquiries, compliments, or complaints directed to the Customer Satisfaction department.
- Resolve inquiries not resolved and escalated by Customer Care.
- Perform subscriber notification on all back-order status, back-order release, of mobile equipment and accessories.
- Review and research service requests that require police reports or other types of validation.
- Manage trouble tickets, where customer satisfaction intervention is necessary.
- Perform outbound calling campaigns as assigned. Campaigns include, but are not limited to: Warehouse out of stock, Survey Call-backs, Backorder of inventory, back orders released, Purchase for Reimbursement, Exception handling, and Missed Shipments etc.
- Work as the subscriber/customer advocate, demonstrating proficiency in all care functions, including escalated issues, complaint resolution, replacements, and account retention, modifications, and reimbursements.
- Rebuild relationship, perform required research and follow-up with subscribers to provide resolution to subscribers and various carrier contacts. 
- Track customer concerns, trends, program issues, product and service related problems for analysis and make recommendations to Asurion management for program, product and service improvement.
- Track client concerns, trends, program issues, product and service related problems for analysis and make recommendations to the client for program, product and service improvement. customer advocate, demonstrating proficiency in all care functions, including escalated is

Requirement
- At least 5 years of call center environment experience 
- At least one year of experience in supervisor role/ team management experience
- Experienced in supporting day-to-day call centre operation
- Fluent in English
- Proven ability to work well with external and internal customers, business experience heavily skewed in Care operations.
- Internet savvy, strong knowledge of Microsoft Office product 

Additional Information

Career Level
Not Specified
Qualification
Not Specified
Years of Experience
5 years
Job Type
Full Time

Company Overview

About PERSOLKELLY

PERSOLKELLY is a joint venture established in 2016 between PERSOL Holdings (previously Temp Holdings) and Kelly Services to cater to the rising workforce employment needs of the emerging Asia Pacific market. We are one of the largest workforce solutions providers in the region, spanning over 50 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand and Vietnam.

Our reach, scope, and scale of operations have set the industry standard for cross-border recruitment and holistic workforce solutions. Since inception, PERSOLKELLY has placed over 66,000 positions across the region and works together with 98% of Fortune 100™ companies for their workforce solution needs.

Additional Company Information

Benefits & Others
Five-day work week