About the role

We are looking for an individual who has strong operational, processes implementation and analytical skills. He/she will work in collaboration with the Operations and cross-functional teams to establish our reputation as a company that offers excellent customer support.

This person will work to drive growth and customer satisfaction. This is a key position that can make a big impact on business.

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What you will do

• Oversee the customer support process including optimize it to increase productivity and reduce the potential for errors

• Monitor and evaluates performance of individual chat center agent, of the outsourcing customer support team and of virtual agent (Chatbot).

• Resolve product or service problems by investigating the customer’s issue, working with technical team to determine the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.

• Recommend potential product improvements by collecting customer information and analyzing customer needs.

• Ensure that the system of virtual agent can understand/anticipate customer intent accurately so that every interaction with a virtual agent is as smooth and positive an experience as possible
   

What we look for

• Bachelor's Degree, preferably in Engineering

• New grad to 2 years of experience in operations process that involves customer services or related field

• Top-notch communication skills

• Fluent in written and spoken Thai

• Good command of written and spoken English

• Intellectual curiosity and growth mindset

• Data-driven decision mentality through strong analytical thinking

• Team player with positive attitude

• Open-minded and willingness to play a wide-variety of roles to get the job done

• A passion for further developing ABACUS digital as one of Thailand's leading companies

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Please send us your CV careers@scbabacus.com with “Joining Abacus Family: Customer support and Operations specialist”