Project Support Supervisor （Chinese speaking)_[471528] - Flash Express Co., Ltd.

1. Team Management: Oversee scheduling, task allocation, performance evaluation, and staff development for the VOC ticketing team to build a high-performing, stable team.
2. Ticket Operations: Coordinate the intake, assignment, follow-up, and resolution of various ticket types, ensuring closure within platform-mandated Service Level Agreements (SLAs).
3. Escalation & Complex Issue Resolution: Lead the handling of major customer complaints, high-risk public sentiment cases, and complex cross-departmental issues; coordinate with Operations, Product, and Business teams to drive solutions.
4. Process & Standardization: Develop and optimize ticket classification systems, handling protocols, escalation mechanisms, and communication scripts to continuously improve processing efficiency and quality.
5. Quality Monitoring: Implement quality assurance mechanisms, conducting regular spot checks and reviews to enhance issue resolution rates and customer satisfaction.
6. Data Analysis & Insights: Produce regular analysis reports (weekly/monthly); conduct in-depth analysis of claims data to identify high-frequency issues, trends, and root causes, while proposing and tracking the implementation of improvements.
7. System & Tool Optimization: Participate in defining requirements and optimizing ticket management systems; drive initiatives to improve internal efficiency, implement automation tools, and enhance the knowledge base.

1. Bachelor’s degree or above (major open).
2. 3+ years of experience in customer service, customer experience, or ticket operations, including at least 1–2 years of team management experience.
3. Familiarity with end-to-end ticket management processes and key performance indicators (KPIs).
4. Strong data analysis skills; proficient in Excel and capable of independently compiling data and generating analysis reports.
5. Excellent communication and coordination skills; able to drive cross-departmental collaboration and resolve issues.
6. High resilience under pressure; strong customer-centric mindset and excellent emotional management skills.

Flash Express Co., Ltd. is a new venture setup in September 2017. We are in the business of last mile delivery. The company has ambitious plans to expand their service all over Thailand and is looking to seek qualified candidates for the positions listed below.