Customer Experience Officer

At Somerville, our mission is to deliver extraordinary culinary experiences and high-performance kitchens for our customers.

We're looking for a Customer Experience Executive to elevate our service standards and deliver consistently outstanding interactions across every customer touchpoint in 3 brands.

What You'll Do •Design and maintain SOPs, service playbooks, and training materials that standardize how we communicate with customers •Embed a solution-first "YES" mindset across all channels — ensuring every response is clear, confident, and value-driven •Manage omnichannel communication (Line Official Account, email, messaging) and identify friction points that slow resolution •Build response templates and AI-enabled tools to handle FAQs efficiently without sacrificing quality •Audit communication workflows, track performance metrics, and drive continuous improvement •Take customer orders.

Qualifications: Good communication in Thai and English (TOEIC) Strong written communication and documentation skills Experience improving customer service processes or designing CX systems Familiarity with CX tools, automation, or AI workflows is a plus Detail-oriented, proactive, and comfortable working independently