Customer Service Manager - Startup New Business (Credit Card)
Land and Houses Bank Public Company LimitedFinancial/Banking/Securities
Today
Full Time
5 - 10 Year
Bangkok
Bachelor's Degree or Higher
Negotiable
Key Responsibilities:
Call Center Set Up:
- Design and implement a roadmap for setting up the call center, including technology, processes, and staffing.
- Develop policies, procedures, and workflows to optimize efficiency and quality.
Infrastructure Set Up:
- Work with IT to select and deploy necessary software, telecommunication systems, and CRM tools.
- Ensure compliance with legal and regulatory requirements.
Customer Experience:
- Foster a customer-centric culture to ensure high-quality service in every interaction.
- Act as the point of contact for escalated issues.
- Gather customer feedback and work with internal teams to resolve issues and improve services.
Workflow Design:
- Create SOPs for handling customer interactions and internal processes.
- Understand the end-to-end credit card process and design frameworks.
- Implement escalation protocols and quality assurance measures.
Training and Recruitment:
- Recruit and onboard call center agents and supervisors.
- Define job roles, responsibilities, and reporting structures.
- Develop training programs covering customer service, product knowledge, and call center systems.
- Ensure agents are skilled in handling inquiries, complaints, and escalations.
Performance Monitoring:
- Track call center metrics like call volume, response time, resolution time, and customer satisfaction.
- Use data analytics to identify improvement opportunities.
Other Qualifications - Credit Card Expertise:
- Product Knowledge: Understand various credit card types, benefits, features, and rewards programs.
- Credit Card Transactions: Knowledge of billing cycles, payment methods, disputes, interest calculation, and security features.
- Account Management: Assist with credit card applications, limit adjustments, and card activations/deactivations.
- Rewards and Benefits: Understand how rewards programs work, including cashback, points, and offers.
- Compliance: Familiarity with cardholder agreements and usage restrictions.
- Credit Bureau Reporting: Understanding how credit card usage affects credit scores and reporting errors to credit bureaus.
- Tools and Systems: Proficient with CRM systems, payment gateways, and mobile app management platforms.
Qualifications:
- Bachelor’s degree or higher in business administration, Customer Service Management, or related field
- 5+ years of experience in customer service operation, preferably in credit card industry
- Strong understanding of credit card products and services
- Strong understanding of call center technologies and reporting tools
- Excellent leadership and team building skills
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Ability to handle high-pressure situations.
- Car park allowance
- Life insurance (ประกันชีวิต)
- Provident Fund
- Staff training and development
- 5-day work week
- Social security
- Health insurance
- Accident Insurance
- Funeral payment support
- Performance/results-based bonus
Company reviews about ‘Good Life Good Work Good Pay Good Community’
4Dream Company
Excellent
Good Life3.6
Good Work3.7
Good Pay3.2
Good Society3.3
เป็นที่ที่เต็มไปด้วยโอกาส และความท้าทายในการทำงาน หากคุณกำลังตามหาองค์กรที่กำลังเติบโตอย่างต่อเนื่อง ที่สนุกและเติบโตไปด้วยกัน เราพร้อมแบ่งปันกันอย่างยั่งยืน
View HR SAY ofLand and Houses Bank Public Company Limited
Employee reviews
Customer Services>1 years, former
4.0
Good Life5
Good Work4.7
Good Pay4.5
Good Society5
งานมีความท้าทาย
21/07/2022
Read all reviews ofLand and Houses Bank Public Company Limited
Land and Houses Bank Public Company LimitedLH BANK
We are Family
Opportunity for a Compelling Change For the Better
Why not? When it is refreshing enough!! From the country is largest asset-based and most secured property developer with the highest market share, to forming an integrated financial institution with top notch expertise in Time Deposit, Housing Loan, Factoring, Corporate
Be a part of this novelty where people are our prime assets and every path taken by you is full of growth and success opportunities.
Toward Success Together
LocationNo.1 Q House Lumpini, South Sathorn Road, Sathorn, Tungmahamak, Bangkok 10120
Contact personฝ่ายบริหารทรัพยากรบุคคล
Telephone0-2359-0299 Fax 0-2343-8794
Website
