ผู้ช่วยผู้จัดการฝ่ายบริการลูกค้า (สาขา) (Customer Service assistant manager - Retail Outlet)

What we do:

FASTSHIP is Thailand’s leading international logistics platform, seamlessly connecting e-commerce businesses with over 15 top-tier door-to-door delivery providers. As e-commerce in Southeast Asia continues to surge, FASTSHIP is expanding its offerings to deliver end-to-end logistics and supply chain solutions, powered by innovation and technology, to help online sellers scale globally with speed and ease.

• Over 200 destinations in the services
• 25 unique logistics services offering
• 20 service points throughout Thailand

Job Summary Manage and control front-end customer service operations across all locations to ensure alignment with company standards. Responsible for workforce planning, scheduling, and developing frontline staff skills to deliver the highest quality customer experience.

Key Responsibilities1. Branch Operations Management

• Service Control: Monitor and manage storefront service quality to meet established standards and instantly resolve operational delays on-site.
• Workforce Management: Manage staff scheduling, leaves, and backup shift planning to ensure adequate floor coverage at all times.
• Escalation Handling: Handle and resolve complex customer complaints escalated by branch staff, collaborating with relevant teams for a swift resolution.

2. Quality Assurance & Service Standards

• Branch Audits: Conduct on-site branch visits at least once a month to inspect counter readiness, staff grooming, and service behavior.
• Performance Evaluation & Coaching: Assess service quality through various methodologies, providing feedback and coaching to improve service standards and customer satisfaction.
• Process Improvement: Develop service scripts and Standard Operating Procedures (SOPs) for common walk-in scenarios, and organize monthly meetings to share best practices.

3. Reporting & Communication

• Performance Reporting: Compile weekly performance and KPI reports (including CSAT and QA scores) by branch, and submit them to the CS Manager.
• Incident Reporting: Participate in cross-functional team syncs and immediately report emergencies or severe customer complaints to the CS Manager.

Qualifications

• Experience: Minimum 2–3 years of experience in Retail, Counter Service, or Front-end Customer Service.
• Team Management: Prior experience in managing multi-location teams or a branch network is highly preferred.
• Communication Skills: Excellent face-to-face communication skills with a proven professional track record of handling difficult customers.