Customer Experience Officer

Job Description

Position: CX Officer
Reporting To: CX Manager
Location: Thailand, Bangkok

“Deliver seamless end-to-end installation and after-sales operation with strong ownership, ensuring simple, fast, and secure customer experience through effective planning, execution, continuous improvement—enhancing customer experience and enabling a safer and more open world.”

เกี่ยวกับตำแหน่ง / Position Summary

This position plays a critical role in managing and driving installation operations, including after-sales services, to enhance and deliver the best customer experience. The role focuses on providing services that are simple, fast, and maintain high safety standards, covering the facilitation and supervision of processes across pre-installation, during installation, and post-installation stages. It also includes managing technicians, resources, and relevant stakeholders to ensure service operations are carried out efficiently, accurately, and effectively, meeting customer requirements in a comprehensive manner. Contributes to the continuous improvement of customer experience, aligned with the organization’s direction in delivering Access Solutions for a safer and more open world.

หน้าที่ความรับผิดชอบ / Key Responsibilities

• Manage and oversee pre-installation activities across all channels, including site feasibility assessment such as door condition and environmental readiness to ensure proper installation.
• Provide product consultation by recommending suitable models and validating compatibility with customer requirements and site conditions.
• Plan and manage installation schedules and technician allocation to ensure optimal resource utilization.
• Manage technician sourcing, workforce planning, and performance quality to ensure compliance with company standards.
• Plan and control product and accessories stock availability, including delivery readiness to support installation operations.
• Manage and control pre-installation costs (if applicable) to ensure cost efficiency and compliance with approval processes.
• Coordinate with Sales, Project, and BPO teams to ensure installation readiness and completeness.
• Ensure all required information, documentation, and customer requirements are complete prior to installation, including SLA validation and expectation alignment.
• Identify potential risks (e.g., installation constraints, special tools) and prepare mitigation plans.
• Ensure on-time installation execution while maintaining quality and safety standards.
• Monitor technician performance and enforce adherence to installation standards and SOP.
• Manage and resolve unexpected issues during installation, including site constraints, compatibility issues, and customer concerns.
• Provide real-time coordination between technicians and internal teams.
• Ensure clear and proactive communication with customers, particularly during delays or disruptions.
• Escalate critical issues when necessary to ensure timely resolution.
• Verify installation completion, accuracy, and workmanship quality.
• Validate and reconcile installation costs and technician service fees.
• Provide customer consultation and support on product usage and basic troubleshooting.
• Provide consultation and troubleshooting for installation-related issues, including repair, maintenance, or re-installation services.
• Plan, allocate, and manage spare parts inventory to support service and maintenance readiness.
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