Consumer Care Supervisor
Consumer & Customer Care
Full Time
Bangkok, Thailand
2018-07-31

POSITION  DESCRIPTION  SUMMARY :
-Management and deliver Customer Care standard, Service Level over to 90%
-Create and Improved of Service
-Management to survey product quality and customer satisfaction of Electrolux Thailand Co., Ltd.
-Leader and Coaching Subordinated and Service team.
-Management our customer to satisfaction for service. – Representative to attend the project

MAJOR  RESPONSIBILITIES / ACCOUNTABILITIES :
1.  Management for Customer Call in to Agents lives calls (30%)
2.  Management of CCOs service standard (20%)
3.  Handle and coordinate with another department and customers foreigner (10%)
4.  Management customer as in Social and mail (10%)
5.  Management and update customer database (10%)
6.  Management of Call Center report and analysis (10%)
7.  Management of the telephone system and Instaedge System. (10%)
  
Key Interfaces :
Internal : Service Department, Information & Technology Department, Sale Department, Marketing Department, Human Resources Department, Technician and Building and Regional (customer service & product & QA) 

External: Customers, Dealers, Supplier, Subcontractors, Thailand Post and Subcontractor, Office of the consumer protection board, Pantip.com and Face book or other social

Minimum Qualification

QUALIFICATIONS :
-Bachelor or Master Degree
-Experience in Sale Department, Coaching and Management Skill.                                                   -Computer IT skill / English is well as of speak, write, listening and communicate.

JOB  SUCCESS  FACTORS :-
-Accountability, Attitude and  Achievement
-Initiative / Positive thinking
-Call Traffic Management
-Experiences from sale to have good service mind
-Two way communication with subordinate
-Good team player
-Team leader has work hard and work smart
-Developing skill of human (CCOs)

Personal Attributes : 

1. Good Team Leader
2. Customer Oriented
3. Consistently deliver results

Key Performance Indicators ( KPI )
 1.  % Service Level end of year > 90%
 2.  Frist visit of Technician to service > 85%
 3. Improved customer survey (NPS) to positive score  > 30%                          
 4. Technical Training for CCOs 12 Course / Year
 5. Providing Information & assistance to customer within next day of 90%