Product Copywriter
Location: Zagreb, Croatia
FOREO is a wildly innovative brand of 1000+ revolutionaries who opt for bold instead of boring every time. Our Swedish beauty-tech co. is forever hungry for something new - whether it's a groundbreaking high-tech beauty product or an unorthodox way to work smarter. If breaking molds and challenging standards are your things, check out our jobs page at foreo.talentlyft.com/#home to see what's available.
REQUIREMENTS
- Proven experience in customer experience, customer service operations, or CRM
- roles (beauty, wellness, consumer electronics, or FMCG preferred).
- Strong analytical skills and hands-on experience with CRM platforms and customer
- data segmentation.
- Experience managing or optimizing AI chatbots / automated support tools is a
- strong plus.
- Excellent written and spoken Thai and English (mother language - Thai required).
- Detail-oriented with strong process discipline and quality-control mindset.
- Ability to work cross-functionally with marketing, sales, supply chain, and regulatory
- teams.
- Comfortable handling claims, escalations, and operational coordination under time
- pressure.
- Experience with translation/adaptation of marketing or regulatory content is highly
- desirable.
- Preferred
- Background in beauty-tech, skincare devices, or longevity/wellness brands.
- Familiarity with Thai regulatory requirements for cosmetics or medical devices.
- Experience supporting both B2C and B2B customers.
- Project management experience.
KEY RESPONSIBILITIES
1. Customer Claims Management
- Own the customer claims process related to product issues, quality concerns, and service experiences.
- Receive and analyze products during claims and determine eligibility for product replacements based on company guidelines and warranty policies.
- Investigate root causes, gather necessary information, and coordinate with the relevant departments (logistics, warehouse, product, marketing etc.).
- Maintain clear documentation, prepare claim summaries, and identify recurring issues for process improvement.
2. AI Chatbot & Reporting
- Manage and run the regional AI chatbot for Thailand (training, response quality, escalation rules, knowledge base updates, and day-to-day operations).
- Monitor conversation volume, resolution rates, containment rates, CSAT, and escalation trends.
- Produce regular performance reports and actionable recommendations for continuous improvement of the bot and human handoff process.
- Collaborate with the service provider on chatbot enhancements, new use cases, and their deployment while retaining full operational control in Thailand.
3. Quality Control (QC)
- Conduct regular quality checks on customer interactions (chat, email, claims
- handling, chatbot escalations).
- Audit processes for accuracy, tone, compliance, and consistency with brand
- guidelines.
- Identify training needs and process gaps; implement corrective actions and
- coaching.
- Track QC scores and report trends to management.
4. CRM Segmentation, Performance Analysis & Event Planning
- Segment customers in the CRM (top spenders, highest product frequency, loyalty
- tiers, at-risk customers, etc.).
- Analyze purchase behavior, lifetime value, repurchase rates, and campaign
- performance.
- Design and execute targeted initiatives and events for high-value segments (top
- spenders / most products purchased), including exclusive experiences, product
- previews, and loyalty activations.
- Provide clear insights and recommendations to marketing and sales teams.
5. Coordination with Marketing & Sales for Customer-Related Activations
- Coordinate with marketing and sales teams on customer-related activations (e.g.
- loyalty events, top-spender experiences, customer appreciation events, or
- CX-focused activations).
- Support seamless customer experience for these specific activations (invitations,
- registration, on-site support where relevant, and post-event follow-up).
7. Translation & Adaptation of Marketing Materials and Product Labels (Global → Thai)
- Translate and culturally adapt presentations, claims, labels and brochures from English into Thai in close collaboration with the marketing team.
WHY FOREO
- You will work for a global beauty and well-being brand that is the fastest-growing in its industry
- You will be encouraged to bring fresh ideas to the table and experiment daily
- You will become part of a highly skilled and experienced international team
- You will participate in global and local campaigns and be able to influence their success
- You will profit from a creative, knowledge-sharing, and stimulating environment
- You will have the possibility to grow and have the opportunity to take the most optimal roles and responsibilities in a fast-growing environment
If we raised your interest and you think you might be a perfect match for our company, send your CV in English.
Please note that only shortlisted candidates will be contacted.
All applications will be considered under the terms and conditions of confidentiality in accordance with the regulations of personal data protection.
www.foreo.com
