Escalation Management-Customer Care

Job Description

-Business owner of the Escalation management in Thailand

-Business owner of the L2 team’s performance in Thailand

-Take lead in resolving high-risk escalation from C-level, regulator bodies, including court attending

-Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop

-Take lead in driving the Thailand L2’s efficiency, increase the productivity and lower the cost

-Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation

-Ensure the customer satisfaction at targeted level

-Raise the awareness of high-risk escalation through assessment and top friction sharing

-Other tasks as assigned by the Head of Escalation Management

Job Requirements

-2+ years of experience in operation and performance management

-3+ years of management experience position

-Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities

-Excellent interpersonal and communication skills

-Solid, detail-oriented documentation skills

-Strong data analysis skills

-Professional presentation skill

-Proficiency in both written and spoken English