WearYouWant Ltd.
Customer Care Manager
[ Manager ]

Cash Bonus 2,000 THB

Company profile

WearYouWant Ltd.

Computer/IT

Khlong Toei, Bangkok

What we do

WearYouWant is a startup founded in October 2011 by two co-founders from France and Denmark. It has been mentioned by TechInAsia as one of the 11 startups in South East Asia to watch (http://www.techinasia.com/11-startups-asia-caught-eye-4/). Today the company employs a strong international team of 30 people from 6 different countries, creating a very open minded atmosphere.

WearYouWant is where fashion shops, brands and designers come together to provide an unbeatable online shopping selection.

Last year, the startup secured an undisclosed amount of funding in a Series B round lead by Japan's Start Today.

Our passion

At WearYouWant, we work in a very friendly and relaxed environment, with bi-monthly events… WearYouWant takes care of its team members with pride!

Our strategy

Behind the scenes, the WearYouWant team support its partner stores with a software sales platform that includes inventory management, order processing, and promotion services (including celebrity endorsement) to bring new customer orders and keep the experience seamless and indistinguishable from a stroll through the mall.

Job Description

<APPLY HERE: https://podio.com/webforms/9825256/714169>

As a Customer Service Manager you will be wholly responsible for the management and success of all (B2C and B2B) inbound sales activities for the Thai market. As such, you will be responsible for establishing and leading a team to receive and collect all incoming communications through several channels such as email, phones, chat, etc. You will ensure that all incoming information is properly organised, that communication and administrative systems are used properly and up-to-date, that all orders are delivered on time and in full, and that service is delivered by your team at the highest professional standard.

Responsibilities :
- Manage and coordinate the customer service functions and team to ensure delivery of a high service standard
- Leading and Managing the overall customer care activities such as inbound/outbound calls, in-house chat functions, order management, and follow up on logistics assignment
- Able to solve routine problems, handle and supervise team regarding both B2B and B2C topics
- Liaise with B2B merchants to ensure orders are placed and delivered in a timely manner
- Manage B2C customer and B2B merchant expectations by following up on orders and dealing with customer crisis management and relaying well organised feedback to executive management
- Investigate and solve escalated complex or long-standing issues
- Hold regular customer care team meetings and develop staff through coaching, training, and personal development plans to contribute effectively within the business
- Conduct weekly and monthly reports based on KPIs such as fulfillment, returns, and refunds
- Keep close relation with all third party logistic providers to ensure compliance of SLAs and SOPs
- Improvement of customer service procedures, standards, and policies
- Build strong collaborative relationships with other departments to ensure solid CC team results
- Perform other tasks assigned by management

Requirement (Experience/Qualification)

- Bachelor’s Degree in any field, MBA is a plus
- At least 3-5 years experience in call center or customer service field with 1-2 years as team leader
- Excellent in-depth knowledge of action planning and customer service operation
- Project-, change-, and performance- management, multitask, problem solving, leadership, communication, interpersonal, and coaching skills are essential
- Ability to work under pressure and meet deadlines with high accuracy
- Strong logical skills and work flexibility is a plus
- Good command in Thai and English communication skill is required
- Thai citizen is required

<APPLY HERE: https://podio.com/webforms/9825256/714169>

Data

Job Customer Care Manager
Company WearYouWant Ltd.
Industry Computer/IT
Occupation Manager
Location Bangkok > Khlong Toei

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