Responsibility

  • Proactively manage stakeholders to seek out key information on wide scope of company policies, processes, and system information
  • Map out processes and thoroughly understand impact of implementing new changes across >1,000 agents
  • Raise flag on negative impact of new changes to be revisited by stakeholders to achieve good customer/operation/agents experience
  • Ensure all changes are reflected and consistent in all knowledge based tools, news feed, communication scripts, SOPs and FAQs
  • Select communication methods, messages/scripts that induce enjoyable customer experience
  • React fastly to adhoc/unforeseen issues caused by the changes and address/prioritize needs for recovery plans
  • Verify CS agents are able to access, understand and can effectively comply with the changes
  • Observe (on-the-ground) or review data sampling to validate effectiveness of changes & communication to address necessary correction
  • Oversee/supervise CS operation SOP and communication team and activities

Qualifications

  • Bachelor’s degree with 3+ years experience in relevant areas in e-commerce/technology/fast-pace contact center
  • Possess a business owner mindset with meticulous attention to details that make an enjoyable customer experience
  • Ability to coordinate, prioritize, organize change and communication effectively in tight deadlines.
  • Fluent in Thai and English, both written and spoken
  • Excellent communicators(written/verbal/presentation) with ability to build rapport and coordinate independently with stakeholders.
  • Ability to translate complex ideas and information into simplified SOPs and self-service knowledge content
  • Proficiency in HTML or Content Management System technology or experienced in Salesforce KB/Chatter Feed is a plus

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