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VOC SERVICE SPECIALIST

Job Title: VOC SERVICE SPECIALIST
Location: Bangkok
Industry:
Salary: Negotiable
Reference: JTH300003001430842
Contact Name: 237DB
Contact Email: 237DB@prtr.com
Job Published: July 25, 2017 08:30

Job Description

Company Background

Our client is a leading global telecommunications solutions provider that has built up product portfolios and services, including mobile networks, broadband networks, IP-based networks, optical networks, telecom value-added services and terminals. They now require a VOC Service Specialist.

Responsibilities:

  • Replying daily to consumer enquiries through official email.
  • Monitoring daily VOC feedback in Social Media, FB and Pantip; posting and reporting cases to relevant departments.
  • Supporting the Service Center to find the best solutions to close VOC cases.    
  • Checking randomly the quality of reply messages made by the Call Center and standardizing the message if needed.
  • Analysing VOC cases in order to improve internal processes.  
  • Maintaining up to date service information to upload on official Websites / FB.
  • Preparing a weekly summary report of social media and Call Center activity, highlighting any improvement areas.
  • Checking Call Center quality by utilising Q&A surveys.
  • Handling sample phones returned by employees (write off / scrap).

Qualifications:

  • Bachelor’s degree or above in Statistics, Data Analysis or a related field.
  • At least 2 years’ experience working with mobile phones or related products.
  • Good data analysis and customer service skills.
  • Ability to multitask and work under pressure.
  • Excellent written and verbal communication skills in Thai and English.
  • Mandarin communication skills are preferred (not mandatory).
  • Proficiency in Microsoft Office.