Requirements
- Responsible for all the incoming customer enquiries from BIG Members, problems and complaints relating to BIG products and services, with the objective of resolving BIG Member issues in a timely and efficient manner – in person or via social media platform, telephone, letter, and email.
- Respond promptly to emails / via social media platform professionally and in compliance with all the internal policies to meet productivity and quality standards.
- Provide customers with accurate and precise product/service information.
- Route customer requests to the appropriate resource / channels.
- Escalate any enquiries or unresolved or priority issues that requires urgent attention.
- Follow up on customer’s request as promised and arrange for call backs where necessary.
- Maintain records of emails/social media, accounts according to standard procedures.
- Respond positively and openly to feedback from the management, and continually put into practice on how to improve the processes.
- Participate in team activities and regular team meetings, giving feedback and innovative ideas on service and process improvements.
- Undertake any other duties assigned by Management from time to time.
- Willing to work during selected weekends on rotation basis.
Requirements
- Minimum 2 years experience in call centre operations and/or customer service
- Experience in the airline or loyalty industry is preferred
- Excellent communication skills in Thai, both written and spoken is mandatory
- Fluent communication skills in English, both written and spoken
- Ability to communicate and influence others effectively
- Business driven and results oriented with an entrepreneurial mindset
- Creative, innovative while being process oriented and ability to multitask
- Collaborative and work as a team across the organization to meet the Company’s objectives
