Customer Service with Sales (Native Thai Speaker)

Job Title: Customer Service with Sales (Native Thai Speaker)

Contract Duration: 12 months

Experience: 1 – 5 years

Work Location: Sunway Pinnacle

Job Summary:

We are seeking a knowledgeable and passionate individual to join our team as a Customer Service Representative with a focus on sales. The ideal candidate will have a strong understanding of leading social media products and community standards, along with excellent interpersonal, verbal, and written communication skills. Empathy and a customer-centric approach are essential.

Job Description/Responsibilities:

• Customer Support:
• Provide support through various channels, including online chat, emails, instant messaging, and phone calls.
• Act as a point of contact to provide consultative support on advertisers and agencies accounts.
• Troubleshoot and resolve complex cases, ensuring high levels of customer satisfaction.
• Ensure clients receive the highest level of sales and operational customer service.
• Advertiser Engagement:
• Research and compile advertiser requirements, provide guidance on best practices, and apply technology and product knowledge to address business needs.
• Drive product adoption and educate clients from basics to best practices.
• Drive advertiser communications and technical issue resolution by providing guidance and optimization suggestions through inbound and outbound calls.
• Sales and Revenue Generation:
• Promote advertising opportunities on the company's products based on process and procedure.
• Execute structured multi-channel outreach (call, email, instant messaging) with approximately 80+ interactions daily.
• Target predefined lists of clients or company-sourced prospects, including decision influencers and limited business decision-makers.
• Deliver client-defined messaging for consistent and repeatable execution. Focus on single offerings specific to the target audience.
• Identify high-value opportunities and encourage advertisers to increase investment in advertising using the client's platforms.
• Operational Excellence:
• Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
• Liaise with cross-functional teams on structuring and executing operational and strategic services and programs.
• Analyze the performance of priority accounts and create optimization actions, including account up-selling, creative tips, and bidding/budget/targeting recommendations.

Qualifications:

• Strong background or interest in the customer service industry with exposure to cross-selling, inside sales, retention, or marketing.
• Strong understanding of social media platforms and features. Past experience with social media organizations is an advantage.
• Must be IT savvy and familiar with Microsoft and Google tools and applications.
• Native Thai speaker with strong verbal and written communication skills in English.
• Minimum certification of a college degree in any discipline. Additional certifications or achievements are an advantage.

Core Competencies:

• Attention to Detail: Ability to quickly identify problems and provide solutions or escalate as needed, balancing customer satisfaction with service standards.
• Customer-Centric: Maintain a positive and professional attitude towards customers, with sensitivity to their emotions.
• Quality Focus: Initiate activities to enhance service quality and promote customer satisfaction, adhering to set qualitative and quantitative performance indicators.
• Communication Skills: Strong written and verbal communication skills, using professional business language in English and targeted languages.
• Sales Skills: Consistently execute core messaging strategy, navigate to decision-makers, and establish clear next steps.
• Industry Knowledge: Solid understanding of the target industry, able to deliver provided messaging on client solutions.

Requirements:

• Ideal Profile to Target:
• Experience in customer service, sales, or marketing.
• Familiar with social media platforms.
• Basic IT skills (Microsoft/Google tools).
• Local languages are mandatory, with a minimum of 1 local language.
• English speaking proficiency is a must.
• Important Qualities:
• Customer-focused & empathetic.
• Sales-driven mindset.
• Detail-oriented & problem solver.

Working Details:

• Working Days: Monday – Friday, 9:00 a.m. – 6:00 p.m.
• Working Location: Sunway Pinnacle
• Work Mode: On-site