Customer Service Specialist (Voice of Customer) - บริษัท ไฮเออร์ อีเลคทริคอล แอพพลายแอนซ์ (ประเทศไทย) จำกัด

1. Receive and manage customer complaints, feedback, and inquiries from all channels, ensuring accurate documentation and timely follow-up.

2. Investigate customer issues and coordinate with relevant departments, including Call Center, Service Center, Warehouse, Logistics, and Aftersales Service teams to provide effective resolutions.

3. Manage customer complaint cases, including escalated cases submitted to external organizations such as the Office of the Consumer Protection Board (OCPB) and other regulatory authorities. Prepare supporting documents and coordinate responses as assigned.

4. Analyze Voice of Customer (VOC) data, identify trends and recurring issues, and provide recommendations to improve service quality and customer satisfaction.

5. Monitor customer service performance indicators, including Customer Satisfaction (CSAT), Service Level Agreements (SLA), and other relevant KPIs to ensure service excellence.

6. Support customer experience (CX) improvement initiatives and collaborate with cross-functional teams to enhance Aftersales Service processes and service quality.

• Bachelor's degree in Business Administration, Management, Marketing, or a related field.

• Experience in Customer Service, Complaint Management, Voice of Customer (VOC), or customer complaint handling is preferred.

• Strong communication, coordination, problem-solving, and negotiation skills.

• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.

• Detail-oriented with the ability to manage multiple tasks and work effectively under pressure.

• Experience in coordinating with external organizations or regulatory authorities, such as the Office of the Consumer Protection Board (OCPB), will be an advantage.

• Good command of English or Chinese will be an advantage.

Haier is a manufacturer of major home appliances in China. As well as manufacturers of IT products such as notebook PCs, mobile phones. Haier products are currently available in countries around the world, including in North America and in Europe. It also has manufacturing facilities located in various countries around the world such as USA, China, and Thailand, meanwhile, Haier also has research and development centers on the world in North America, Europe, Japan and Australia. The research and development has been the advanced technology resources. In order to meet the needs of consumers all over the world quickly notified.

With business expanding each year, Haier has a dedicated staff of professionals that excel in their respective fields. We always welcome talented and hard-working individuals to join our team.

At Haier, you'll find a diverse and engaging work environment where you can contribute your skills and experience while growing with the company. We recognize our employees are our most valuable asset, and we know our success as a company depends entirely on them.

If you think you have the talent, the drive and the dedication to further our success, we invite you to apply to any of our current.