Guest Service Assistant Manager/Supervisor

การเดินทางด้วยรถไฟฟ้า

รายละเอียดงาน

Office Based Lead Guest Service Operations - Oversee day-to-day team performance, staffing, scheduling, and workload allocation to maintain service levels across all channels. - Ensure fast, accurate, professional, and empathetic guest support while fostering a culture of accountability and service excellence. Establish SOPs and Performance Standards - Design, implement, and maintain SOPs across Guest Service functions, covering ticket handling, escalations, refunds, and guest complaints. - Monitor key performance metrics, including CSAT, first response time, and resolution time, and ensure process compliance through training, QA reviews, and regular audits. Resolve High-Impact Guest Issues - Personally handle complex, sensitive, or high-value guest issues, balancing guest satisfaction with business protection and minimizing unnecessary refunds, compensation, and revenue loss. - Collaborate with Operations, Sales, Finance, and Property teams to resolve root causes and prevent recurring issues.

คุณสมบัติผู้สมัคร

- 3–5+ years of experience in customer service, guest experience, or operations, preferably in hospitality, travel, or property management. - 2+ years of people management experience leading customer service or support teams. - Strong experience in KPI management, service quality monitoring, SOP implementation, and process improvement. - Excellent problem-solving and decision-making skills, particularly in handling escalations and challenging customer situations. - Strong written and verbal communication skills in both English and Thai. - Comfortable working in a fast-paced, cross-functional environment with shifting priorities. - Familiarity with CRM/ticketing systems, customer support platforms, and performance dashboards

สวัสดิการ

• ประกันสังคม

• วันหยุดประจำปี

• วันหยุดนักขัตฤกษ์

• ลาป่วย

• ลากิจ

• ลาคลอด/ลาเพื่อช่วยเหลือคู่สมรสซึ่งคลอดบุตร

• ประกันสุขภาพกลุ่ม

• ประกันอุบัติเหตุกลุ่ม

• โบนัสประจำปี