Manager: Customer Services Digital Service Operation

Job Description - Manager: Customer Services Digital Service operation (MER000327F)
Description
Digital Services Rollout:
Lead the end-to-end rollout of digital services, encompassing relevant workshop process design, training, and implementation.
Collaborate with cross-functional teams to ensure a smooth integration of digital services into existing business processes.
Work closely with Roll out teams to align project with business requirements and ensuring go-live target.
Offer Advanced Assistant to Help desk and CCC Hub:
Collaborate with first-level support teams (Help desk, CCC Hub) to provide guidance and knowledge transfer on How to questions.
Take ownership of customer complaints in related to Digital Services requiring further investigation.
Work closely with the frontliners and technical team to enhance system functionality and reduce support escalations.
Operational Support for Digital Features:
Conduct comprehensive training sessions for dealers to ensure a thorough understanding of Digital service drive functionalities and Digital extras features.
Adapt existing processes as necessary to accommodate digital extras sales and Digital Service Drive usage, promoting a smooth integration into workshop operations.
Foster clear communication channels with dealers, providing ongoing support and addressing any process-related queries
Create monthly reports for performance tracking:
Provide comprehensive insights derived from the data analysis
To maintain integrity and support related activities, ensuring stability in integrity principles.
Qualifications
Training and qualification
Minimum Bachelor's degree in Business Administration preferably with specialization in Digital Project Management
Technical knowledge
Understanding workshop process is preferred. ENG- Thai translation
Power BI knowledge is a plus.
Any other project management tools are a plus.
Excellent communication skills to liaise with various parties effectively and appropriately, able to work with cross-functional and cross-cultural team.
Ability to work autonomously, while also being able to communicate effectively and contribute as part of a team Self-motivated and customer-oriented, and business expertise with logic thinking and growth mind-set.
Experience
Organization Primary Location Work Locations 11/1, South Sathorn Road, 20th Floor Yannawa, Sathon
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