11 February 2019
Job ID: CH-4282
Contact center Leader

Responsibilities :

Provides high quality leadership, manages and is accountable for all aspects of the Team’s performance to maximise: Sales Conversion, Customer satisfaction, Retention, Employee Satisfaction, High Quality and Operation Efficiency

Job Duties :

  • Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances.
  • Leads, coaches, develops, supports, and motivates all team members to achieve service and operational goals.
  • Participate in the recruitment process, lead and motivate the team.
  • Monitor campaigns, promotions and events to ensure better customer management.
  • Demonstrates and explains effective sales and service techniques to team.
  • Handles special requests and unique customer situations promptly and effectively.
  • Communicates sales and service initiatives and expectations to team members.
  • Review staffing schedules on a daily basis to ensure effective scheduling.
  • Observes and monitors team performance throughout the day to ensure that sales & service standards achieved.
  • Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
  • Do call evaluation to ensure quality of calls made and managed, information given is correct, accurate and regulatory compliance.
  • Identifies high potential team members and promotes their development and advancement
  • Ensures that all Service Experts receive their monthly coaching and performance appraisal (half-yearly) on time.
  • Work closely with Trainer to provide supports to in-house training courses and on-the-job training for Service Experts as needed.
  • To support & implement any ad-hoc business projects as instructed by Line Manager

Qualification : 

  • Bachelor degree in business administration or related field
  • Minimum of 3 years' experience in a highly customer sales and service driven contact centre environment.
  • Thai Nationality is preferable with excellence command of spoken and written English
  • Prior experiences in Auto Insurance with Non-life broker license, especially the role of Contact Centre Management will be advantaged
  • Analytical and conceptual thinking – using logic and reason, creative and strategic
  • Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills.
  • Customer and service-oriented, patient and strong perseverance, and work well under stress. You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.

Roojai Co., Ltd.

4/222 Habor Mall, Unit 11A01, 11th Floor,
Moo 10, Sukhumvit Road, T. Tungsukla,

A. Sriracha, Chonburi  20230

Tel : 033-030-350-1


Job Details:

Benefits:
  • Five-day work week
  • Performance bonus
  • Gratuity
  • Medical insurance
  • Dental insurance
  • Life insurance

Roojai Group
https://www.roojai.com/  Roojai.com, the Insurtech start-up launched in January 2016 is now looking for its Web Developer(Front-end). Since launch, Roojai.com has rapidly reached the position of “most visited insurance website in Thailand”, with almost 1 million visits per month.                      The company has the ambition to become the benchmark provider for car insurance in Thailand, recognized for its innovative distribution model, better priced products, and market leading claims services. Join the Roojai team : An experienced start-up team involved in creating Online Insurance Businesses in Asia and Europe over the last 10 years An international Team with 130 people from 10 different nationalities A flat and open organization A culture based on customer service and execution excellency.  

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