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Specialist, Guest Relations and Contact Centre

Apply now Job no: 493202
Work type: Full time
Location: Thailand
Categories: Comms & Guest Relations

Roles and Responsibilities:

  • Monitor Guest Relations and Call Center team’s performances and ensure the operation is run smoothly and effectively
  • Manage day to day operations including escalations, case management and quality checking
  • Manage customer escalation and guide team to resolve customer issues in a professional manner
  • Communicate courteously and effectively with customers through every communication’s channel e.g. email, phone, or face to face etc.
  • Continuously improving the performance of Guest Relations and Call Center team
  • Communicating new information, new rules and any updates to all Guest Relations and Call Center team members
  • Ensure the necessary resources and tools are available for quality service delivery
  • Provide administrative support and cooperate with other team members to ensure timely resolution of customer requests and problems
  • Properly document and update logs and reports on a daily, weekly, monthly, quarterly and annual basis
  • Co-ordinate and support customer service projects and initiatives
  • Develop and implement customer service policies and procedures
  • Support the Guest Relations and Call Center management in achieving business goals
  • Carry out any other duties and responsibilities assigned by management in support of the company’s customer service related objectives

 

Qualifications:

  • Thai nationality
  • Bachelor's Degree or higher in any fields
  • At least 2 years of experience in call center environment or customer service position in the area of airlines, Hospitality, E-commerce and Telecommunication would be advantage
  • Experience with coaching, mentoring, motivate and training to call center or customer service representatives
  • Excellent written and verbal communication skills in Mandarin (HSK Level 5 required)
  • Japanese or Korean language is an advantage
  • Positive and customer service minded attitude with pleasant personality
  • Dynamic and flexible person who takes great pride in customer service and team support
  • Detailed, solution oriented and accurate in work
  • Energetic, enthusiastic and self-motivated
  • Ability to work on rotating schedule
  • Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
  • Computer literate in MS Word, Excel and Power Point

Advertised: SE Asia Standard Time
Applications close: SE Asia Standard Time

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