Customer Service Specialist (Chinese speaking)

About the Role

We are seeking a Customer Experience & Operations Specialist to streamline distributor-level service operations and optimize customer satisfaction across all communication channels. You will bridge Headquarters, service centers, and customers to drive service quality and 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 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 for continuous improvement.
• Handle other duties and assignments as directed by the supervisor.

Qualifications

• 1–3 years of relevant experience in CRM, Customer Service, or Customer Experience operations; automotive industry experience is a strong plus.
• Proficiency in Chinese (Mandarin) for listening, speaking, reading, and writing as a business working language; basic English communication preferred.
• Familiarity with customer service platform operations; experience with GENESYS or ICSS preferred.
• Strong data analytical skills and logical thinking, with proficiency in Microsoft Excel to create reports and organize, analyze, and summarize large datasets.
• Strong problem-solving skills and the ability to coordinate and communicate effectively between HQ and service centers.

Additional Information

• 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).