Duties and Responsibilities
Reports Analysis
- Accurately analyzes and collects data for various types of business reports
- Creates business reports that provide insight into key data points
- Communicates the results of data analysis in written and verbal form, in Thai and English languages to managers and stakeholders
- Supports various teams in the call center operations in reaching their goals through analysis.
- Monitors data to identify changes in business trends and informs related teams.
- Trains new and current employees, as required, about reporting tools used.
Customer Relationship Center Assistance
- Assists the ASEAN and South Korea Customer Assistance Teams in the management of customer concerns; ensuring that the Thai Call Center team meets Ford's Service Standard in Thailand Market.
- Coordinates with the Call Center operations and with Service/Sale Zone Managers as required to resolve customer concerns and ensures follow ups are done to maximize customer satisfaction.
- Project management and owner for Post Service Follow up
- Manages call center tools and system escalations for speedy resolution
General/Administrative
- Provides administration, analysis and customization of new system, and business support to operational programs as required.
- Analyzes current processes and provides recommendations for improvement.
- Prepares customer case memorandum anddocumentations required for management approval.
- Organizes daily incoming correspondences which may include government and OCPB letters.
- Supports administrative works that may include purchasing process and records keeping among others.
- Creates and maintains a central location for all reporting.
- Plans, organizes, and prioritizes own workload so that all tasks are completed accurately and on time.
- Operates from the South Sathorn office at least 2-3 days per week.
- Assists in special projects and participate in any other duties as requested.
Education:
- Bachelor degree in Communications, Marketing, Business field,Computer and Industrial Engineering with a respected university required.
Experience:
- At least 3 years of experience in an automotive business and/or Customer Service or Call Center is mandatory.
- Knowledge on Customer Relationship Management (CRM) system is an advantage.
- Quality Management and Continuous Improvement knowledge and mindset preferable.
Skills:
- Proven experience in anaging multiple tasks, often with conflicting priorities.
- Communicates both verbally and in written correspondence to an above average standard.
- Fluent in Thai and English communication skills both spoken and written.
- Provides clear, professional and accurate written responses to customers when requested, using standard letters where appropriate and email.
- Excellent customer handling skills with a thorough understanding of world class customer service and a desire to exceed customer expectations.
- Proven ability to work well under pressure, enjoy solving problems, and meet required targets.
- Good problem solving and concern resolution skills.
- Ability to seek advice or escalate issues when necessary.
- Ability to build rapport and engage with stakeholders.
- Organized, mature, and work well both in a team and independently.
- Good computer skills familiar with the use of a PC, accurate keyboard skills, proficiency in Microsoft applications such as Office (Excel, Word and PowerPoint). Ability to learn new applications.
- A positive attitude, pleasant personality and excellent interpersonal skills.
- Ability to relate to and deliver Percepta mission and values.
- Advanced organizational skills.
- Willing to learn and be flexible.
Working location:Near BTS Chong Nonsi and BTS Udomsuk
