Customer Experience Executive

Job Description

• Responsible for team member's competency, therefore in charge of screening candidate, training & continuous assessment

• Manage the development and implementation of operational strategies for customer service management

• Monitoring each Brand/Partner's and agent's KPI & proactively drive actions to meet targets

• Resource planning to balance customer's experience vs cost

• Leading the team in internal escalation in accordance to escalation matrix during challenging times

• Preparing report/performance presentation

• Meeting with clients (if any) to give them the direct feedback from end customer

• Ensuring all processes, SOP, knowledge base, etc. are well established & documented

• Leading & managing the team for each category of responsibility to ensure all internal KPIs are met within the Sector

Qualification

• Bachelor’s degree.
• Female or Male, Thai nationality.
• Upsell the product via call or email.
• Ability to identifying and assessing customer’s requirement to achieve satisfaction.
• Service-minded, Good problem solving skill, patience and can do attitude.
• Good command in English.
• Has knowledge of basic computer skills.
• Minimum 1 year experience in customer service, sales or tele-sales field.

About aCommerce

aCommerce is the leading ecommerce enabler and e-distributor in Southeast Asia, delivering retail solutions for global brands such as L’Oreal, Samsung, and Unilever.

Founded in May 2013, aCommerce has over 1,000 staff across offices and fulfillment centres in Singapore, Thailand, Malaysia, Indonesia and the Philippines.

The company is committed to equal opportunities for all of employees and to a work environment free of discrimination and harassment. All employment decisions at aCommerce are based on business needs, job requirements and individual qualifications, without regard to race, religion or belief, gender, sexuality, age, family or parental status, or any other status that may be protected by the laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.

The aTeam is made up of highly ambitious individuals driven to innovate, build and succeed and is always looking for like-minded self-starters to join.