We are seeking an experienced Customer Order Support Specialist to manage complex post-sales escalations and drive customer service excellence. Acting as the key liaison for Customer Order Support within the country, this role partners closely with Sales Operations and cross-functional teams to ensure smooth, compliant, and customer-focused operations.
Key Responsibilities:
- Lead and resolve Level 2 escalations, including machine returns, replacements, and high-priority customer complaints.
- Provide expert guidance to L1 teams, conduct coaching, and support onboarding for new L2 staff.
- Act as the country point-of-contact for Order Support, ensuring alignment with local regulations and customer needs.
- Collaborate with cross-functional teams (Sales Ops, Legal, IT, Logistics) for case resolution.
- Drive continuous improvement by reviewing processes, analyzing trends, and implementing SOPs and QMS updates.
- Deliver insights and reporting to stakeholders to support decision-making and service enhancements.
- Lead country-specific CX projects and support change management initiatives.
Requirements:
- Minimum 2 years of experience in customer service or customer support; handling customer escalation and complaint experience is a plus.
- Strong communication, problem-solving, and negotiation skills.
- Good communication in Thai and English, spoken and written as well.
- Proficient in Microsoft Office and CRM tools.
- Analytical mindset with the ability to prioritize in a fast-paced environment.
