Customer Service Representative

Job Purpose

We are looking for a customer-focused Customer Service Representative to support our Thailand business. The role will be responsible for managing customer enquiries, processing orders, coordinating with internal teams, and ensuring timely and accurate service to customers in Thailand.

The ideal candidate should have at least two years of customer service experience, strong communication skills in both Thai and English, and the ability to work effectively with customers and internal stakeholders.

Key Responsibilities

1. Customer Service and Support

• Handle customer enquiries through email, telephone, and other communication channels.
• Provide accurate and timely responses to customer questions regarding orders, pricing, product availability, delivery status, and other service-related matters.
• Build and maintain positive customer relationships through professional and responsive service.
• Resolve customer issues and complaints promptly, escalating complex cases to the relevant teams when required.

2. Order Management

• Process customer orders accurately and within agreed service timelines.
• Monitor open orders, backorders, and pending deliveries, and follow up with relevant teams to resolve delays.
• Coordinate with internal teams to address order discrepancies, cancellations, pricing issues, and delivery-related concerns.
• Ensure customer communications regarding order status and changes are timely and accurate.

3. Internal Coordination

• Work closely with Sales, Logistics, Finance, Product Operations, and other relevant teams to support customer requirements.
• Coordinate with regional and global teams to resolve customer issues and maintain consistent service standards.
• Support the implementation of customer service processes, procedures, and operational improvements.

4. Service Quality and Performance

• Meet agreed customer service, productivity, quality, and service-level targets.
• Maintain accurate customer records and ensure all interactions and follow-up actions are documented.
• Identify recurring customer issues and highlight opportunities to improve service quality and operational efficiency.
• Follow company policies, procedures, and applicable compliance requirements.

Required Qualifications and Experience

• Minimum 2 years of experience in customer service, customer support, or order management.
• Fluent in both Thai and English, with strong verbal and written communication skills in both languages.
• Experience handling customer enquiries, order processing, and issue resolution.
• Strong customer focus and the ability to manage multiple tasks and priorities.
• Good problem-solving, coordination, and follow-up skills.
• Proficiency in Microsoft Office applications, particularly Outlook and Excel.
• Ability to work independently while collaborating effectively with regional and global teams.

Preferred Qualifications

• Experience in an international company or regional customer service environment.
• Experience in distribution, electronics, manufacturing, or supply chain operations.
• Familiarity with ERP systems, CRM platforms, or order management systems.

Key Competencies

• Customer focus and relationship management
• Clear communication in Thai and English
• Attention to detail and order accuracy
• Ownership and accountability
• Problem-solving and decision-making
• Time management and prioritization
• Teamwork and cross-functional collaboration
• Adaptability in a fast-paced environment

Success Measures

Performance will be assessed against agreed targets for:

• Customer satisfaction and service quality
• Order processing accuracy and timeliness
• Response and resolution times for customer enquiries
• Service-level agreement (SLA) achievement
• Productivity and follow-up effectiveness
• Compliance with established processes and procedures

Ideal Candidate Profile

The ideal candidate is a proactive and dependable customer service professional who can communicate confidently in Thai and English, take ownership of customer enquiries from start to resolution, and coordinate effectively with internal teams to deliver a positive customer experience

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.