Job descriptions:
- Take full ownership of customer complaints, ensuring effective resolution and proper case closure.
- Handle escalated and sensitive cases, including those involving authorities (e.g., OCPB), and drive effective de-escalation.
- Quickly assess case backgrounds, identify root causes, and clearly understand customer needs.
- Develop practical, solution-oriented approaches to resolve issues and manage dispute settlements.
- Lead end-to-end case management, ensuring complete resolution without repeated escalations.
- Collaborate with dealers, technical teams, and internal stakeholders to ensure effective execution of solutions.
- Proactively manage high-risk cases and customer expectations to mitigate complaint risks.
- Monitor case progress and ensure timely closure in line with company standards.
- Analyze and summarize key cases to support continuous improvement of complaint handling processes.
- Perform any other duties as assigned.
Main Responsibilities and Obligations of the Position:
- Ensure all complaints are genuinely resolved (case closed), not just responded to
- Minimize escalation to authorities and external channels, protecting company reputation.
- Drive efficient and practical problem-solving with clear accountability.
- Improve customer satisfaction through effective issue resolution.
Qualifications:
- Experience working in an automotive OEM.
- Bachelor's degree in Business Administration, Customer Service, or a related field.
- 2–5 years of experience in complaint handling, customer service, or dispute resolution within the automotive industry.
- Strong ability to manage challenging customer situations and perform effectively under pressure.
- Proven experience in handling complex or escalated cases, with strong problem-solving and sound decision-making skills.
- Excellent communication and negotiation skills, with a solution-oriented mindset.
- Ability to coordinate across multiple stakeholders and drive execution effectively.
- Strong sense of ownership, with a results-driven mindset.
- Fluent in Thai and English; proficiency in Chinese is a plus.
Benefits:
- Fixed Bonus
- Variable Bonus
- Provident Fund (Employer contribution ranges from 3% to 8%, based on years of service)
- Phone Allowance depends on Job Level
- Meal Allowance
- Overtime Meal Allowance
- Birthday Allowance
- Wedding Congratulations Allowance
- Newborn Gifts Allowance
- Employee Funeral Assistance
- Funeral Assistance for Employee Family Members.
- Group Health includes IPD and OPD coverage (Enhanced mental health coverage), Accident, Life, and Dental Insurances - Coverage begins on the employee's start date.
- 5 working days (Monday-Friday)
- Annual leave (Starts at 7 days, increasing to a maximum of 15 days, based on years of service)
- Funeral Leave for family members
Working Location: G Tower, 22nd Floor, North Tower Rama 9
