aCommerce Co., Ltd.

Head of Customer Service

aCommerce Co., Ltd.
Salary provided
Posted on 20 Jan 2021

Head of Customer Service

aCommerce Co., Ltd.

Job Highlights

  • #1 ecommerce enabler in SEA
  • BTS Phrom Phong
  • Free lunch EVERYDAY

Job Description

As a Head of Customer Service your will own high impact of customer experience to act as the coach and motivator for your team as well as attend to the calls/chat/social media whenever required. You will be accountable for achieving daily targets, operational quality targets and the performance of your team.
 
Primary Role Responsibilities 

  • Managing day to day operations within the Customer Service including process escalations, quality
    checking, and staffing needs
  • Deliver great customer service experience when there is a customer interaction in all contact channels –
    Voice CS and Non-Voice CS
  • Track and improve performance of all staff (included the BPO and inhouse) ensuring they meet the target
    KPIs
  • Providing regular and transparent feedback and reporting on Customer Service performance to
    management
  • Implementing new and innovating existing customer service processes comply with company policy
  • Developing training plans for new agents and maintaining continuous training for existing agents
  • Improve the tracking of all the KPIs by optimizing the reports
  • Continuously improve cost per order and the performance of your team

Qualification and Experience

  • At least 5 years of experience in customer service environment
  • Excellent track records in team performance and improvement
  • Strong performance management skills including the ability to train and develop contact
    center agents
  • Ability to identify contact center’s performance gaps and provide solutions through root cause
    analysis and problem solving
  • Ability to implement and test contact center systems
  • Good service mind with the ability to handle customer's complaint and inquiry
  • Excellent communication & collaboration skills
  • Experienced working in ecommerce industry would be a plus
  • Fluent in Thai and English

Additional Information

Career Level
Senior
Qualification
Degree
Years of Experience
10 years
Job Type
Full Time, Permanent

Company Overview

About aCommerce

aCommerce is an Ecommerce enabler for businesses in ASEAN. We provide holistic end-to-end Ecommerce solutions covering marketing, channel management, call center, fulfillment and logistics in one integrated platform. Founded in 2013 we are currently 1300 employees and continuously hiring to support our business growth.

Our Culture

Embrace and Drive Change

If you are not prepared to deal with constant change, then you probably are not a good fit for the company. We embrace it enthusiastically, and perhaps even more importantly, to encourage and drive it.

Personal Growth

It’s important to constantly challenge and stretch yourself and not be stuck in a job where you don’t feel like you are growing or learning.  Our goal is to help employees unlock that potential.

Additional Company Information

Benefits & Others
Dental insurance, Five-day work week, Flexible working hours, Life insurance, Medical insurance, Performance bonus, Work from home