ผู้ช่วยผู้จัดการฝ่ายบริการลูกค้า (สาขา) (Customer Service assistant manager - Retail Outlet)

About the Role

Manage and control front-end customer service operations across all locations to ensure alignment with company standards. Responsible for workforce planning, scheduling, and developing frontline staff skills to deliver the highest quality customer experience.

Key Responsibilities

• Branch Operations Management
  Monitor and manage storefront service quality to meet established standards and instantly resolve operational delays on-site.
• Workforce Management
  Manage staff scheduling, leaves, and backup shift planning to ensure adequate floor coverage at all times.
• Escalation Handling
  Handle and resolve complex customer complaints escalated by branch staff, collaborating with relevant teams for a swift resolution.
• Quality Assurance & Service Standards
  Conduct on-site branch visits at least once a month to inspect counter readiness, staff grooming, and service behavior.
• Performance Evaluation & Coaching
  Assess service quality through various methodologies, providing feedback and coaching to improve service standards and customer satisfaction.
• Process Improvement
  Develop service scripts and Standard Operating Procedures (SOPs) for common walk-in scenarios, and organize monthly meetings to share best practices.
• Reporting & Communication
  Compile weekly performance and KPI reports (including CSAT and QA scores) by branch, and submit them to the CS Manager.
• Incident Reporting
  Participate in cross-functional team syncs and immediately report emergencies or severe customer complaints to the CS Manager.

Qualifications

• Experience
  Minimum 2–3 years of experience in Retail, Counter Service, or Front-end Customer Service.
• Team Management
  Prior experience in managing multi-location teams or a branch network is highly preferred.
• Communication Skills
  Excellent face-to-face communication skills with a proven professional track record of handling difficult customers.
• Mobility
  Ability to travel to various branch locations as scheduled.
• Personal Attributes
  Detail-oriented, strong observational skills, and the ability to multitask effectively under pressure.

Location

Pink Line MRT: Chaeng Watthana 14 station Exit on the Big C side and take a motorcycle taxi from there.

Benefits

• TOEIC language allowance
• Annual Leave
• Performance bonuses
• Health insurance
• Company holidays
• Free parking
• Quarterly parties and career growth opportunities