Customer Service Specialist

Ready to elevate the standard of customer excellence in the automotive industry

We are seeking a dedicated Customer Experience & Operations Specialist to streamline our distributor-level service operations and optimize customer satisfaction across all communication channels. In this pivotal role, you will act as the key driver of our service quality assurance, seamlessly bridging the gap between Headquarters, service centers, and our customers to maximize brand loyalty.

Responsibilities

• Oversee and manage the end-to-end workflow of customer complaint tickets from Headquarters to ensure timely resolution.
• Manage day-to-day customer communication and Voice of Customer (VOC) channels, including Email and Line Official Account (Line OA).
• Supervise service center operations using specialized customer service management tools (ICSS and GENESYS systems).
• Monitor and control customer complaint satisfaction rates and service evaluation indicators across the network.
• Drive, track, and manage Net Promoter Score (NPS) metrics to continuous improvement.
• Handle other duties and assignments as directed by the supervisor.

Qualifications

• At least 1 - 3 years of relevant work experience
• Proven experience in CRM, Customer Service, or Customer Experience operations (Automotive industry experience is a strong plus).
• Basic English skills required; proficiency in Chinese is highly advantageous.
• Familiarity with customer service platforms (experience with GENESYS or ICSS is preferred).
• Strong problem-solving skills, data-driven mindset, and ability to coordinate effectively between HQ and service centers.

Working Hours

Monday to Friday, 8:30 AM – 5:30 PM (1-hour lunch break)

Work Location

Interchange21 Building, Watthana, Bangkok (BTS Asoke, MRT Sukhumvit)

If you are a strategic and highly motivated professional ready to shape the future of the automotive customer experience, we invite you to connect with us.

Ready to drive your career forward Apply Now!