Lead and supervise customer service team to provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.
Handle difficult & special calls and solve other issues escalated by agents & follow up with various departments on problem solving or information sharing if needed.
Monitor team performance, achieve customer service targets.
Manage, Advise, Coaching and communicate with the customer service team to ensure high performance and take timely action to drive the continuous customer service satisfaction improvement.
Manage a team of customer service i.e. Make sure the day-to-day operations run smoothly. Incoming cases and calls monitoring and job assignment including calls and email.
Talk to agents regularly, find out potential people issues, solve or escalated accordingly.
Fulfill all other work assigned by the manager. Liaising with the Customer Service Manager to help develop action plans for the call centre team.

Graduated degree in marketing, business administration, economics or related fields
Minimum 5 years in Customer Service with at least 2 years in managerial level, Call Centre and other related fields
Good presentation and motivation skills.
Influencing and negotiating skills.
Good communications skills both written and spoken Thai and English.
Excellent customer service mind and Self-motivated.
The Knowledge of insurance operations and processes will be the advantage.
Good computer knowledge and skills including Microsoft word/ excel, and database management
Familiar with Data Management
Any AI-future skills e.g., ChatGPT, or CoPilot365, will be advantage.

Provide good customer service as the first line of contact with after-sale service.
Coaching and supervising staffs to ensure SLA and service quality meet the service standard.
Assist in the development of customer service policies and ongoing improvement of customer service delivery.

Senior Specialist – AAGI A&H Customer Service, Call Center

Key skills