Job Description

• Business owner of the Escalation management in Thailand
• Business owner of the L2 team’s performance in Thailand
• Take lead in resolving high-risk escalation from C-level, regulator bodies, including court attending
• Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop
• Take lead in driving the Thailand L2’s efficiency, increase the productivity and lower the cost
• Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation
• Ensure the customer satisfaction at targeted level
• Raise the awareness of high-risk escalation through assessment and top friction sharing
• Other tasks as assigned by the Head of Escalation Management

Job Requirements :

• 2+ years of experience in operation and performance management
• 3+ years of management experience position
• Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities
• Excellent interpersonal and communication skills
• Solid, detail-oriented documentation skills
• Strong data analysis skills
• Professional presentation skill
• Proficiency in both written and spoken English