Job Overview:

We are seeking a bilingual (Thai and English) Customer Support Representative to handle both voice and non-voice interactions. This role requires a professional with strong communication skills, patience, and problem-solving abilities. The ideal candidate will be able to respond to customer inquiries, resolve issues, and provide top-notch service in both Thai and English, across various communication channels, including phone, email, and chat.

Key Responsibilities:

• Voice Support:
  • Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
  • Provide clear, accurate, and timely information regarding products and services in both Thai and English.
  • Assist customers in troubleshooting problems and guiding them through solutions over the phone.
  • Maintain a high level of service excellence on all calls.

• Non-Voice Support:
  • • Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
    • Maintain thorough documentation of customer interactions and resolutions in both Thai and English.
    • Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues.

• Issue Resolution:
  • Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
  • Identify recurring issues and collaborate with the appropriate teams to suggest improvements.

• Multitasking and Efficiency:
  • Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
  • Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.

• Knowledge Management:
  • Stay up to date with the company’s products, services, and policies.
  • Provide accurate feedback to management on common customer issues or areas for improvement.

Requirements:

• Language Proficiency:
  • Fluent in both Thai and English (written and spoken), with the ability to communicate clearly and professionally in both languages.

• Experience:
  • Previous experience in customer support or a related field is preferred but not required.
  • Experience handling both voice and non-voice customer interactions (calls, chats, emails) is a plus.

• Skills:
  • Strong communication and active listening skills.
  • Excellent problem-solving abilities and attention to detail.
  • Ability to work efficiently under pressure and in a fast-paced environment.
  • Ability to multitask and manage time effectively.
  • Empathy and patience when dealing with customer concerns.

• Technical Skills:
  • Familiarity with customer support software (e.g., CRM, chat tools, etc.) is a plus.
  • Basic knowledge of troubleshooting and technical support is advantageous.

• Working Hours:
  • Flexibility to work in shifts, including evenings, weekends, and holidays if required.