Minor Hotels Europe and Americas

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

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Office

Location: Bangkok • Thailand

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center managementdata managementMicrosoft WordMicrosoft Exceldatabase managementinsurance operationsChatGPTCoPilot365
Soft Skills
leadershipcoachingcommunicationpresentationmotivationinfluencingnegotiatingproblem solvingself-motivationcustomer service mindset