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10 July 2020
Job ID: BK-229722
Customer Experience Operations Manager

The Customer Experience Operations Manager provides leadership in the management and development for the day-to-day services, The Manager is responsible for identifying, creating and implementing solutions to improve communications and customer service at the JD CENTRAL customer service department.

Responsibilities:

  • Oversees and coordinates operational performance including, but not limited to, On-time, Data analyze and QA team, and other key performance indicators.
  • Serves as an operational liaison between Delta and all contracted business partners within a station.
  • Monitors for at-risk behaviours during daily communication between agents and customers through daily KPI observations.
  • Participates in daily analysis reports of KPI, and applicable of managing the Operation team.
  • Ensures all the data and training can deliver to business side smoothly.
  • Key communicator of timely and accurate information.
  • Sets performance standards and ensures adherence to these standards by self and others.
  • Inspires and motivates employees to do their best.
  • Champions change and lead others through. Strategic in thought processes and decision making.
  • Responsible for the leadership development of direct reports through mentoring, on-the-job training, and delegation, and continually provides targeted support, guidance, coaching and motivation based on individual needs.
  • Measures and analyzes direct report's performance through the use of performance management tools, available customer service and operational metrics, job shadowing, and direct observation.
  • Responsible for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, logs, documentation and administrative action.
  • Continued training and development in building leadership capabilities is expected.

Qualifications and Experience:

  • Bachelor’s degree required. Minimum of 4-6 years of related management experience that includes experience involving customer service or a related field required.
  • Fluent English speaking is required.
  • Must have demonstrated expertise in operations and customer service with a minimum of three years ACS experience highly desired.
  • Previous leadership experience, including direct reports, is required.
  • Must possess strong customer service skills and focus.
  • Must have the flexibility to manage an operation with varying shifts, extended hours, and "on-call" requirements.
  • Must possess strong written and verbal communication, including platform/presentation skills.
  • Must be able to coach and deliver feedback for developmental purposes.
  • Must be able to manage conflict and problem solve effectively.
  • Must be able to balance multiple priorities within established time constraints.
  • Must be proficient in MS Office applications.
  • Can work under pressure.
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Job Details:

Benefits:
  • Five-day work week
  • Overtime pay
  • Performance bonus
  • Flexible working hours
  • Medical insurance
  • Dental insurance
  • Life insurance

Central JD Commerce Limited.
JD Central  is the trademark under joint venture between JD.com, China’s largest retailer,and Central Group, Thailand’s strongest retail conglomerate. Central JD Commerce Co. is the leading e-commerce business in Thailand. The company was a joint-venture between Central Group, Thailand’s biggest retailer, and JD.Com, China’s largest e-commerce firm whose revenue ranked 3rd in the world. Central JD Commerce Co. is the service provider of jd.co.th, an online one stop service e-commerce website with all category products available. Central JD Commerce’s mission is to deliver the best and most convenient buying and selling experiences to everyone. We are committed to support Thailand to become a hub of e-commerce business in ASEAN. Join us! and be a part of pioneers at JD Central if you would love to: Make great impact to Thailand market with your marketing acumen while learning first-hand about customer’s behavior and consumption patterns Initiate and execute marketing ideas to improve customer experience using your creativity plus digital and data-driven marketing approaches Identify key trends and criteria that influence customer behavior and take actions and experiment based on the insights

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