Job Title: Voice of Customer (VoC) Specialist - Native Thai + English B2 level

Location: Empire Tower (Near BTS Chong Nonsi Station)

Working Schedule

Monday–Friday, 9:00 AM–6:00 PM
Please note that shift work may be required during the campaign period.

Job Summary:

We are seeking a customer-focused Voice of Customer (VoC) Specialist to manage complex customer complaints and escalated cases. As the final point of contact, you will be responsible for investigating issues, providing effective resolutions, and ensuring an exceptional customer experience across multiple communication channels.

As this role may involve communicating with international stakeholders or customers, good English communication skills are required.

Qualifications:

At least 3 years of customer service experience, including handling complex cases
B2 level English proficiency
Native-level Thai proficiency
Bachelor's degree required

Key Responsibilities:

Handle escalated customer complaints as the final support tier via phone, chat, and email.
Communicate with customers and relevant stakeholders in both Thai and English, as required.
Investigate complex customer issues by coordinating with internal departments to identify root causes and provide appropriate resolutions.
Ensure all customer concerns are addressed professionally, empathetically, and within the agreed service level.
Maintain accurate documentation of customer interactions, investigations, and resolutions.
Monitor complaint trends and provide feedback to relevant stakeholders to improve customer experience and operational processes.
Follow company policies and quality standards while delivering excellent customer service.
Perform other assigned duties related to customer experience and complaint management.