Overview

• Salary

  40,000 THB ~ 60,000 THB

• Industry

  Other

• Job Description

  1. Online Sales & Customer Service Team Management
  • Manage the Online Sales and Customer Service team, including Admin/Customer Service staff handling customers through online channels such as LINE OA, Facebook, Instagram, TikTok, and various chat platforms.
  • Plan and control team operations to ensure prompt customer responses and achieve sales targets.
  • Set individual and team sales targets and regularly monitor performance.
  • Coach team members on sales techniques, chat communication, promotional presentations, customer follow-up, and closing sales.
  • Monitor the quality of customer conversations and provide feedback to improve the conversion rate.
  2. Online Sales & Conversion
  • Develop sales-closing strategies through online channels, from lead generation through to booking appointments for services at the clinic.
  • Analyze the customer journey and identify opportunities to improve conversion at each stage.
  • Develop chat response guidelines, including opening, probing, recommendation, offering, closing, and follow-up techniques.
  • Create scripts and guidelines to help the team respond to customer inquiries and recommend appropriate treatments effectively.
  • Develop follow-up plans for customers who have made inquiries but have not yet made a decision, in order to increase sales opportunities.
  • Analyze the reasons for lost leads and use the findings to improve the sales process.
  • Coordinate with the Marketing team to analyze lead quality and optimize campaigns in line with sales targets.
  3. Customer Service
  • Manage the overall customer experience from the initial inquiry through to the customer's service appointment at the clinic.
  • Provide accurate information regarding services, promotions, pricing, and appointment procedures.
  • Handle customer complaints and dissatisfaction, coordinating with relevant teams to resolve issues appropriately.
  • Maintain service standards and ensure the team provides polite, prompt, and professional customer service.
  • Develop strategies to retain existing customers and encourage repeat purchases.
  4. Sales Performance & Data Analysis
  • Prepare and analyze Online Sales team performance reports on a daily, weekly, and monthly basis.
  • Analyze the sales funnel, including:
  o Number of Leads
  o Contact Rate
  o Response Rate
  o Conversion Rate
  o Booking Rate
  o Show-up Rate
  o Revenue
  • Analyze individual performance to identify top performers and areas requiring improvement.
  • Analyze lead sources and the effectiveness of each marketing campaign.
  • Use sales data and insights to develop strategies to increase sales and reduce Cost per Acquisition (CPA).