Responsibilities :

• Record an incident report and report to higher management
• Calculate loss and impact based on unexpected situations such as system down
• Communicate directly with impacted customers to assist and offer compensation and ensure that customers are satisfied with the experiences
• Identify customers who will require further assistance until the customer requirement is fulfilled
• Review CSAT and customer complaints from various sources, such as surveys, and ensure that all cases are resolved to the customer's satisfaction
• Come up with solutions and reports for performance improvement purposes
• Be a leading advocate in the effort to maximize customer satisfaction and minimize customer complaints
• Handle customer complaints, provide appropriate solutions and alternatives within the time limit, and file documents
• Design a compensation package based on business goals and strategy
• Create a consistent compensation guideline that matches the incident
• Perform any additional tasks in relation to customer experiences

Qualifications :

• Bachelor's degree in any field
• Strong communication skills with fluency in English and Thai
• Strong people and communication skills
• A critical thinker with an excellent listening skill and good attention to details
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other teams
• Good time management and multitasking skills
• A proactive, enthusiastic, and innovative approach to work
• Open to learning, and open-minded
• Standard proficiency in GoogleSheet or Excel is preferable

Nice to have : 

• Experience in any of the following industries: banking, online payments, cryptocurrency, exchanges, or trading
• Experience in Operation or customer contact center
• Work experience in a high-growth startup or tech company
• General understanding of KYC/AMLO requirements

Remark: Given the nature of the mentioned position, where employees are involved with customer data and asset values, and/or the company, to comply with legal and regulatory standards established by the Securities and Exchange Commission, as well as to align with laws and overseeing agencies, the company requires a criminal background check as part of the post-interview process before joining the company. Your criminal history information will be retained for a period of 6 months from the start date.