Customer Service Manager at Spark EV Co.,Ltd. (2024-01 – Present)
- Lead end-to-end customer experience operations for a nationwide EV charging network covering 250+ stations.
- Manage 24/7 customer support operations across both in-house and outsourced teams.
- Supervise and develop a Customer Service Team, including performance monitoring, coaching, and skill development.
- Analyze customer service performance (e.g., response time, service quality) and implement process improvements to enhance operational efficiency.
- Act as the key coordination point between customer service, technical teams, vendors, and external partners to resolve complex issues.
- Develop and execute customer communication strategies, including service updates and incident/outage communications.
- Identify recurring issues and drive preventive solutions to reduce repeat cases and improve overall customer experience.
Customer Service Supervisor at Krungsri Auto - Bank of Ayudhya (2022-01 – 2024-12)
- Led and coached a customer service team handling international customers.
- Provided real-time support and guidance to agents for complex cases.
- Monitored service quality and ensured high standards in customer interactions.
- Analyzed customer feedback and survey results to identify improvement areas.
- Coordinated with internal teams to resolve system and service-related issues.
- Delivered performance feedback and continuous improvement plans for team members.
Social Media Advisor -Customer Experience Group at Agoda Services Pte., Limited (2019-01 – 2022-12)
- Managed customer interactions across social media platforms in both Thai and English.
- Handled sensitive and high-impact cases involving influencers, media, and public complaints.
- Investigated and resolved complex customer issues across multiple global platforms.
- Provided insights and feedback to internal teams to prevent recurring issues.
- Maintained brand reputation through effective issue resolution and communication.
Customer Service Agent -Customer Experience Group at Agoda Services Pte., Limited (2018-01 – 2019-12)
- Supported customers via inbound calls and email in both Thai and English.
- Coordinated with global partners to resolve customer issues efficiently.
- Delivered high-quality customer support in a fast-paced environment.
Customer Service Agent at DHL Express International (Thailand) Limited (2014-01 – 2015-12)
- Assisted customers with shipment booking, tracking, and inquiries.
- Provided guidance on international shipping processes and requirements.
- Coordinated with internal and external stakeholders to ensure smooth operations.
