Responsible for leading a team of call center agents who handle inquiries, complaints, and service requests related to credit card products. This role ensures the delivery of high-quality customer service, compliance with regulatory standards, and achievement of performance targets specific to credit card operations.
Key Responsibilities
Customer Handling :
- Responding to customer inquiries related to credit card products. (billing statements, transactions, rewards, and benefits, card activation, PIN setup, limit adjustments, handle disputes, chargebacks, and fraud-related concerns in accordance with company policies and regulatory guidelines).
- Record customer interactions and feedback in the CRM system with accuracy and completeness.
- Escalate complex or unresolved issues to the appropriate department.
- Maintain high levels of customer satisfaction and adhere to service quality standards.
- Stay updated on credit card policies, system changes, and compliance requirements.
- Handle complaints and escalations through phone, email or chat.
- Resolve complex customer issues promptly while maintaining a positive customer experience.
- Handle escalated customer complaints and provide prompt and effective resolutions.
- Provide guidance and detailed information on company products, services and policies.
- Act as a point of escalation for challenging cases and provide solutions.
Support Management Task :
- Supervise and coach a team of agents handling inbound and outbound calls related to credit card applications, billing, transactions, disputes, and cardholder benefits.
- Monitor team performance using KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Ensure compliance with internal policies, Bank of Thailand regulations, and data privacy standards
- Collaborate with credit card operations, risk, and fraud departments to resolve complex cases.
- Prepare performance reports and provide insights into management for continuous improvement.
- Support workforce planning, including shift schedule.
Land and Houses Bank Public Company Limited
