Key Responsibilities
1. Customer Claims Management
● Own the customer claims process related to product issues, quality concerns, and service experiences.
● Receive and analyze products during claims and determine eligibility for product replacements based on company guidelines and warranty policies.
● Investigate root causes, gather necessary information, and coordinate with the relevant departments (logistics, warehouse, product, marketing etc.).
● Maintain clear documentation, prepare claim summaries, and identify recurring issues for process improvement.
2. AI Chatbot & Reporting
● Manage and run the regional AI chatbot for Thailand (training, response quality, escalation rules, knowledge base updates, and day-to-day operations).
● Monitor conversation volume, resolution rates, containment rates, CSAT, and escalation trends.
● Produce regular performance reports and actionable recommendations for continuous improvement of the bot and human handoff process.
● Collaborate with the service provider on chatbot enhancements, new use cases, and their deployment while retaining full operational control in Thailand.
3. Quality Control (QC)
● Conduct regular quality checks on customer interactions (chat, email, claims
handling, chatbot escalations).
● Audit processes for accuracy, tone, compliance, and consistency with brand
guidelines.
● Identify training needs and process gaps; implement corrective actions and
coaching.
● Track QC scores and report trends to management.
4. CRM Segmentation, Performance Analysis & Event Planning
● Segment customers in the CRM (top spenders, highest product frequency, loyalty
tiers, at-risk customers, etc.).
● Analyze purchase behavior, lifetime value, repurchase rates, and campaign
performance.
● Design and execute targeted initiatives and events for high-value segments (top
spenders / most products purchased), including exclusive experiences, product
previews, and loyalty activations.
● Provide clear insights and recommendations to marketing and sales teams.
5. Coordination with Marketing & Sales for Customer-Related Activations
● Coordinate with marketing and sales teams on customer-related activations (e.g.
loyalty events, top-spender experiences, customer appreciation events, or
CX-focused activations).
● Support seamless customer experience for these specific activations (invitations,
registration, on-site support where relevant, and post-event follow-up).
7. Translation & Adaptation of Marketing Materials and Product Labels (Global → Thai)
● Translate and culturally adapt presentations, claims, labels and brochures from
English into Thai in close collaboration with the marketing team.
Requirements
● Proven experience in customer experience, customer service operations, or CRM
roles (beauty, wellness, consumer electronics, or FMCG preferred).
● Strong analytical skills and hands-on experience with CRM platforms and customer
data segmentation.
● Experience managing or optimizing AI chatbots / automated support tools is a
strong plus.
● Excellent written and spoken Thai and English (native Thai required).
● Detail-oriented with strong process discipline and quality-control mindset.
● Ability to work cross-functionally with marketing, sales, supply chain, and regulatory
teams.
● Comfortable handling claims, escalations, and operational coordination under time
pressure.
● Experience with translation/adaptation of marketing or regulatory content is highly
desirable.
Preferred
● Background in beauty-tech, skincare devices, or longevity/wellness brands.
● Familiarity with Thai regulatory requirements for cosmetics or medical devices.
● Experience supporting both B2C and B2B customers.
● Project management experience.