Chanya T. Email & Phone Number

Philippines

Coordinating the development of user manuals, training materials, and other supporting technology as needed to enable successful implementation and turnover of the process or system to Thai Customer Service team.Submitting project deliverables and ensuring that they adhere to quality standards.Make sure any new developments support Thai customer service.

• Responsible for managing CSR team of Website Dafabet and Nextbet.
• Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes.
• Manage the operational activities of the contact center including quality service, workflow, work force optimization.
• Maintain team’s performance quality standards (SLV, AHT, ABN etc.) providing feedback and developing performance development plans.
• Provides technical direction to the process management and change management team in order to improve and invent technology for contact center.
• Provide Thai team monthly report to senior managers.

Manila, National Capital Region, Philippines

• Responsible for website startup including hiring staffs, website design, website translation. Product recommendation.
• Recruiting staff and doing appraisals
• Set up Standard Operation Procedure to Customer Service Team.
• Development of training module and materials to provide efficiently product training for Customer Service Team.
• Arranging staff work schedule and meetings.
• Report and analyze team performance on daily, weekly and monthly basis.

Manila, National Capital Region, Philippines

• Responsible for website startup including hiring staffs, website design, website translation. Product recommendation.
• Work with the web developer and IT to create backend of website and developing Thai lotto game for website.
• Provide product knowledge material and training to CS agents.
• Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling.
• Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management.
• Ensure all activities are carried out on-brand and to a high standard, whilst maintaining the company high standards for fairness and integrity.

Manila, National Capital Region, Philippines

• Supervise Thai Customer Service Team and another territories CS (CN, VN, INDO, JP) for website 138.com
• Supported CS agents (all and languages) by providing information on various programs and making adjustments to work procedure as needed.
• Established new processes and procedures that were used in new hire training as well as codified established rules of conduct for existing employees
• Coordinate with another department to service customers.
• Arranging staff work schedule and meetings.
• Handle a complaint from customers

Bangkok City, Thailand

• Responsible for support and oversight call center agents.
• Responsible for assisting with and/or handling escalated issues from clients.
• Responsible for customer calls inbound and outbound.
• Proper handling of case in The Customer Service application software.

Bangkok, Bangkok City, Thailand

• Responsible for customer call and provide information receive real time order from customer
• Complaint management
• Proper handling of cases in the Customer Service software application.