Voice of Customer (VOC) - English speaker
See tööpakkumine pole enam avaldatud
Allikas on kuulutuse eemaldanud — algse lingi kaudu kandideerimine pole enam võimalik.
Main Responsibilities
- Handle customer complaints, executive escalations, and VOC cases across all channels.
- Investigate issues, identify root causes, and coordinate with relevant stakeholders for resolution.
- Monitor VOC trends and prepare analysis reports for management review.
- Drive corrective and preventive actions to improve customer experience.
- Ensure complaint closure within the defined SLA and compliance requirements.
- Support communication with both Thai and English-speaking customers.
- Coordinate with Customer Service, Sales, Logistics, Technical Support, and other related functions
Key Competencies
- Complaint & Escalation Management
- Customer Centricity
- Root Cause Analysis
- Data Analysis & Reporting
- Cross-functional Coordination
- Communication & Negotiation
- Continuous Improvement Mindset
Qualifications: Bachelor's degree in any field. Native Thai speaker with excellent English communication. 3–5 years of experience in Customer Service, VOC, Complaint Management, Customer Experience, or Contact Center operations. Strong communication and stakeholder management skills. Good analytical and reporting capabilities. Ability to manage escalated and sensitive customer cases. Good command of both Thai and English (spoken and written). Experience with CRM, VOC, Contact Center, or case management systems is preferred.