Call Centre Manager

Call Centre Manager

Our client is a global beauty retails.

Work Location: Bangkok, Thailand

Artemis is now seeking for a Call Centre Manager with at least 3 years of working experience.

Responsibilities

• Leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Requirements

·         Taking on other tasks or projects to support employees, other managers, and call center operations.

·         Previous experience in a customer support role at least 3 years.

·         Strong phone and verbal communication skills along with active listening.

·         Familiarity with CRM systems and practices.

·         Good command in English (both written and spoken).

·         Customer focus and adaptability to different personality types.

·         Ability to multi-task, set priorities and manage time effectively.