Customer Service Manager for SEA - Based in Bangkok (ประจำกรุงเทพ)

Lead and oversee customer service operations across SEA, ensuring consistent service standards and an excellent customer experience across all markets.

Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities. Develop, review, and maintain customer service policies, SOPs, and knowledge resources to drive operational consistency. Support the implementation of new customer service systems, tools, and process improvement initiatives to enhance service delivery and operational efficiency.

Manage complex customer complaints and escalations, ensuring timely investigation and resolution. Collaborate with cross-functional teams to address root causes and implement preventive measures.

Lead, coach, and develop customer service teams across the region.

Set performance expectations, conduct regular performance reviews, and identify training and development needs. Foster a customer-centric culture focused on continuous improvement and service excellence.

Partner with Retail Operations, Central Operations, Supply Chain, Marketing and other internal stakeholders to improve the end-to-end customer journey. Prepare and present regular reports on customer service performance, customer insights, and key improvement initiatives to regional management.

Qualifications: Bachelor's Degree in Business, Customer Service, Operations, or a related field. Minimum 5 years of customer service experience, including at least 2 years in a leadership role. Experience managing regional or multi-country customer service operations is preferred. Strong leadership, problem-solving, communication, and stakeholder management skills. Proficient in CRM systems and Microsoft Office applications.