ตำแหน่ง CX Operations Manager

บริษัท TDCX (Thailand)

ที่อยู่บริษัท United Center Building

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Strategic Operations Leadership: Directing a high-performance multilingual
operations 200+ of personnel across 7+ regions (including Thai, Laos, Malaysian,
Cantonese and Mongolian), consistently exceeding business KPIs through
culturally nuanced service delivery.
Talent Development & Retention: Reduced monthly attrition to below 2% across a
200+ HC multilingual operation through targeted retention and performance
coaching initiatives
Organizational Management: Overseeing a multi-tier leadership structure of 12
Team Leaders and 2 Assistant Operations Managers, optimizing team sizing and
resource allocation to ensure seamless operational efficiency.
Strategic lead for new team implementation, managing the transition from initial
setup to full-scale operations for multi-duration contracts, ensuring immediate
KPI alignment.
Conducted on-site and virtual operational audits across multiple markets to
identify localized risks and provide actionable insights for regional leadership.
Spearheaded technology and process enhancements by recommending tool
upgrades and workflow refinements, ensuring 100% compliance with client
guidelines and maximum operational efficiency

ตำแหน่ง Senior Customer Service Manager

บริษัท N Squared eCommerce

ที่อยู่บริษัท Exchange Building Asoke

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Omnichannel Growth & Performance: Orchestrating sales and service excellence
across major social commerce and marketplace ecosystems, including LINE OA,
Facebook, Shopee, and Lazada.
CRM Optimization: Leveraging Zendesk integrations to unify customer data,
streamlining service workflows and driving measurable improvements in sales
conversion and response metrics.
Cross-Functional CX Leadership: Collaborating closely with Finance, cargo and
logistics partners to optimize the post-purchase journey, ensuring seamless
fulfillment.
Service Delivery Excellence: Partnering with supply chain teams to align delivery
performance with customer expectations, directly impacting brand loyalty and
high CSAT/NPS ratings.
Directed ManyChat chatbot operations and partnered with KOLs and Sales teams
to launch promotional Live Streams designed to drive rapid sales spikes
Managed 2 CS Managers 6 TLs with a team of 60 HCs in Thai

ตำแหน่ง CX Team Leader

บริษัท Booking.com

ที่อยู่บริษัท G Tower Rama9

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Led multilingual CX operations across 4 regional markets, consistently achieving
departmental KPIs for CSAT, productivity, and service quality Leveraging data
driven analytics to drive operational excellence and fostering a culture of
continuous improvement and transparent feedback.
Change Management & Talent Growth : focused on maintaining team morale and
productivity during organizational transitions. I spearhead talent development
through targeted coaching and strategic recruitment, ensuring the workforce is
skilled, engaged, and aligned with long-term business goals.
Successfully launched the Bangkok Customer Service team as its inaugural
leader, transforming the branch from a setup stage into a high
functioning office through strategic SOP implementation and process
design.
Oversaw team adherence to corporate policy while balancing internal
management with senior B2B support. Spearheaded the resolution of complex
operational issues—including property onboarding, pricing accuracy, and
payment integration—to improve the platform’s service delivery included with
Office of the Consumer Protection Board’s cases (OCPB)