Overview
Customer Service Lead Jobs in Bangkok, Bangkok City, Thailand at Monee
Title: Customer Service Lead
Company: Monee
Location: Bangkok, Bangkok City, Thailand
Job Description
Team Leadership & Operational Excellence
- Multichannel Supervision: Oversee daily workflows across Call, Chat, and Email to ensure consistent achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Performance Management: Conduct regular quality assurance (QA) audits and provide data-driven coaching to agents to improve Customer Satisfaction (CSAT) and First Contact Resolution (FCR) and resolution time.
- Escalation Management: Serve as the primary point of contact for complex customer inquiries, providing high-level resolutions and maintaining brand reputation.
Project Drive & Root Cause Analysis
- Data-Driven Analysis: Systematically analyze support trends and service metrics to identify recurring customer pain points and technical "bottlenecks" in the lending process.
- Problem Identification: Execute "Root Cause" deep-dives to understand why specific issues occur, moving beyond surface-level symptoms to find permanent solutions.
- Project Implementation: Lead and execute process improvement projects, such as workflow automation, knowledge base updates, or cross-functional fixes in collaboration with Product and Tech teams.
Customer Experience Improvement
- User Feedback Loop: Transform qualitative customer feedback into quantitative research to inform stakeholders of necessary platform enhancements.
- Journey Mapping: Monitor the end-to-end user journey to identify areas of friction, proactively proposing and implementing solutions to reduce contact volume.
- Process Documentation: Create and maintain Standard Operating Procedures (SOPs) to ensure team scalability and operational consistency.
Requirements
- Bachelor’s Degree in Business, Finance, Communications, or a related field.
- Experience: in Customer Service, with at least 1–2 years in a leadership or senior analyst capacity, preferably within Fintech or Digital Lending.
- Analytical Proficiency: Strong ability to interpret complex datasets using Excel or BI tools to drive decision-making.
- Technical Knowledge: Familiarity with CRM platforms or project management software is a plus
- Problem Solving: Proven track record of managing "Root Cause Analysis" projects from identification to successful implementation.
- AI & Automation Knowledge: Proven experience in managing or optimizing AI Chatbots (e.g., flow mapping, intent training, or performance monitoring).
- Communication: Excellent verbal and written communication skills, with the ability to present findings professionally to cross-functional stakeholders.
