หัวหน้าทีมบริการลูกค้าประจำสาขา (Customer Service Team Lead - Retail Outlet)

About the Company

FASTSHIP is Thailand’s leading international logistics platform, seamlessly connecting e-commerce businesses with over 15 top-tier door-to-door delivery providers. As e-commerce in Southeast Asia continues to surge, FASTSHIP is expanding its offerings to deliver end-to-end logistics and supply chain solutions, powered by innovation and technology, to help online sellers scale globally with speed and ease.

• Over 200 destinations in the services
• 25 unique logistics services offering
• 20 service points throughout Thailand

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

• Monitor and manage storefront service quality to meet established standards and resolve operational delays on-site.
• Manage staff scheduling, leave and backup shift planning to ensure adequate floor coverage.
• Handle and resolve complex customer complaints escalated by branch staff, collaborating with relevant teams for swift resolution.
• Conduct on-site branch visits at least once a month to inspect counter readiness, staff grooming and service behaviour.
• Assess service quality through various methodologies, providing feedback and coaching to improve standards and CSAT.
• Develop service scripts and Standard Operating Procedures (SOPs) for common walk-in scenarios and organize monthly best-practice meetings.
• Compile weekly performance and KPI reports (including CSAT and QA scores) by branch and submit to the CS Manager.
• Participate in cross-functional team syncs and immediately report emergencies or severe customer complaints to the CS Manager.

Qualifications

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

Benefits

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

Additional Information

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

Map: https://maps.app.goo.gl/P9q1hb3SVyadWE8Y7

If you have any questions or need further information, please add us on Line: @915bksen or use https://lin.ee/RFgfQPF