Customer Service/Contact Center Manager (Thailand)
Purpose of the role
The key objective is to facilitate a turnaround for customers who have faced a problem and deliver increased loyalty. There is a focus on continuously improving the customer experience and ensuring that all interactions and outcomes are consistent and of a high quality. Effective collaboration with suppliers and all business across Asian Trails’ units will allow this role to deliver effective resolution for difficult situations. As important is the transparency of this function throughout the business – analysis to identify trends, patterns and opportunities to enable issues to be proactively avoided.
Overall Responsibilities:
- Manage complaints, relocations, on the road issues and feedback efficiently and
effectively - Act as a customer advocate – championing the customer experience throughout the
operations department and the business - Ensure Service Standard and response time expectations are met
- Help generate a customer culture throughout operations where all Customer Service Executives can articulate their impact on customer experience
- Vendor relationship management
- Effectively balance customer outcomes with business requirements
- Developing a motivated, high performing, cohesive team
- Ensure the on-going personal and skill development of the team
- Use superior negotiation skills to overcome difficult situations with customers and internal departments
- Engage with a broad stakeholder base within the company and support ad-hoc tasks when required
- Continuous improvement and consistency of processes in conjunction with peers
- Reporting to ensure transparency of achievements and opportunities
- Benchmark GTA approach within the industry
- Lead the department and enhancement of multiple systems and tools
- Analyse data for common themes and formulate changes to overcome key issues
- Positively impact the bottom line
- Take ownership for the on-going customer focus skill development
Qualifications:
- Minimum 5 years’ experience in travel industry
- Proven record of delivering customer satisfaction
- Delivering to stretching targets
- Data analysis, synergy and cost efficiency reporting
- Successful management of diverse teams
- Timely decision making and decision quality
- Managing conflicting priorities
- Process alignment and compliance
- Contact Centre and CRM skills , ideally Salesforce and Avaya
- Experience with customer research or feedback analysis (e.g. SAT surveys, NPS)
- Delegation abilities
- Experience managing diversity
Asian Trails will only consider those with a genuine interest in joining a dynamic inbound travel company. Interested and potential candidates are invited to send us your updated resume, including a cover letter with salary expectations, a current photo (not older than 6 months), the date when you will be available and state why Asian Trails would benefit in hiring you for this position and send to recruit@asiantrails.org.
