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Experience:

3 years required

Skills:

Management, English

Job type:

Full-time

• Represent a good image of the shopping mall and company.
• Supervise team members in delivering beyond expectation service standards.
• Manage the smooth operation at service counters includingQueue Management.
• Operational Issue Resolution.
• Service Accuracy.
• Documentation and Stock Management.
• Promotion & Rewards Management.
• Team Coordination.
• Handling and resolving ongoing or escalated customer cases and complaints as assigned by managers.
• Promote company initiatives.
• Support other teams during activities and events.
• Functional Skills & Experiences:
• 3-5 years experience in customer service which at least 1 year in supervisor role.
• Experience in customer complaint management.
• Competence in Computer & Digital Literary (Email and Intermediate MS Excel).
• Familiar with application & program usage.
• Understanding of basic calculation i.e. % discount, on-top discount, % redemption.
• Hours of operation: 5 working days per week.

Experience:

1 year required

Skills:

Management, English

Job type:

Full-time

• ให้ข้อมูลลูกค้าเกี่ยวกับผลิตภัณฑ์และข้อมูลต่าง ๆ ทั้งทางด้านการบริการและสินเชื่อ.
• ให้คำแนะนำและแก้ไขปัญหาเบิ้องต้นให้กับทางลูกค้า.
• รับข้อร้องเรียนและประสานงานกับหน่วยงานที่เกี่ยวข้อง.
• แก้ไขปัญหาเบื้องต้นให้กับทางลูกค้า.
• มีทักษะในการเจรจาต่อรอง สามารถรับแรงกดดันได้ดี.
• มีทักษะการใช้คอมพิวเตอร์และพิมพ์ดีดไทย / อังกฤษ ได้เป็นอย่างดี.
• สาสมารถทำงานหมุนเวียนเป็นกะ.
• สามารถเดินทางไปอบรมที่ศูนย์พระราม 4 (BTS พระโขนง และปฏิบัติงานที่ศูนย์บางเขน (BTS บางเขน).

Experience:

3 years required

Skills:

Statistics, Power BI, SQL, English

Job type:

Full-time

• Define business analysis and reporting requirements to support contact center operations, marketing, and relevant business units.
• Design and prepare performance analysis report, dashboard, and presentation for cross-functional team and executive meetings.
• Conduct root cause analysis of key performance metrics with actionable recommendations for operations improvement or revenue generation.
• Interpret data and analyze results using data management tools or performance tracking system to support data-driven decision making.
• Understand and communicate customer insights and contact analytics in driving new business or solution initiatives.
• Collect and analyze best practices in contact center technology movement or trend.
• Job Qualifications:
• Bachelor/Master s degree in Business Administration, Statistics, MIS, Economics, Marketing or in any related fields, aged not over 35.
• Minimum of 3-5 years experience in Business Analysis.
• At least 2 years of extensive experience in data analytics using Power BI, MS Power platform, BI tools, MS Office, or SQL.
• Ability to communicate complex analysis in a clear, simple, and actionable manner.
• Good command in English.
• Experience in Telecom, Contact Center Operations or Digital Platforms is a plus.

Experience:

1 year required

Skills:

Excel, Management, Thai, English

Job type:

Full-time

• Analyze data from fraud tools take appropriate actions and record information accurately for measurement and reporting.
• Monitor and screen customer functions, including handling escalations and working with compliance to manage risk.
• Provide daily/weekly reviews of certain fraud reports and suspicious activity.
• Review and complete analysis of transactional information to identify risk, trend, and potentially fraudulent activities.
• Work closely with legal and operations teams to ensure customer activities remain compliant.
• Assisting the operation teams in managing fraud events and ensuring proper/timely escalation.
• Liaise with other relevant organizations/authorities.
• Collaborate cross-functionally with engineering, product, compliance, and operations to make sure that the fraud systems and tools are effective and efficient in detecting potential risks.
• Conduct customer due diligence.
• Maintain continuous contact with customers via communication channels such as email and virtual meeting channel.
• Participate in projects and any other special tasks assigned.
• Bachelor s degree in any field.
• Fluent in both Thai and English.
• At least 1 year of working experience in customer support or any related field.
• Excellent communication, explanation, attention to detail, and can-do attitude.
• Proficiency in Microsoft Excel (Pivot and Vlookup) and Google Sheet.
• Able to work under pressure and solve problems independently whilst holding strong organizational skills.
• Able to work on a flexible 5-on 2-off work schedule.
• 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.

Experience:

5 years required

Skills:

Digital Marketing, Social media, SEO

Job type:

Full-time

• Digital new business:Developing digital strategy, channel management, and monitor performance to deliver KPI as planned.
• Create media plan to co-ordinate with agency for bought, allocate own channels to increase awareness with Lotus s customer and drive positive earn in social media to achieve as planned.
• Testing, optimizing, and scaling performance marketing activities across all Omnichannel communications including agency management.
• Key contact with media and digital agency to brief business direction/campaign objectives and KPI.
• Initiative project to improve Lotus s customer journey such as Google store location, Line OA and Web/App.
• Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points, in order to preparing and presenting recommendations, reports and finding from data to team.
• Digital content creators:Having skill set on content creators by analyze consumer insight (Consumer trend) to create content idea and develop brief to share direction for agency for non-trade content to drive engagement performance in Lotus s and new business channels.
• Monitoring engagement performance to get learning and implication to continue improving content.
• Understand digital social tools on performance, trend and able to use editing program to develop content.
• Experience on SEO, #hasgtag in social media platforms to drive content to be in top ranking on social media.
• KPI: Engagement/Brand advocacy and brand love.
• Proven working experience in digital at least 5 years.
• Expertise of social media SEO/SEM/ASO, e-mail marketing, CRM Database, Adobe Analytic and marketing automation tools as Salesforce.
• Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform and motivate.
• Digital content creators:
• Experience in growth marketing in platform management or performance marketing (in retail industry is a plus).
• Strong analytical skills and data-driven thinking.
• Strong ROI and growth mindset with track record of building performance marketing functions in fast-paced environment.
• Solid project management skills, with ability to lead and collaborate, priority high impact activities and keep complex projects moving forward.
• Expert on using Google analytic, social tools, PowerPoint and Excel programs.
• Digital social tools to monitor consumer insight.
• Editing programs/tools to create VDO and photo contents.
• By applying for this position, you consent to the collection, use and disclosure of your personal data to us, our recruitment firms and all relevant third parties for the purpose of processing your application for this job position (or any other suitable positions within Lotus's and its subsidiaries, if any). You understand and acknowledge that your personal data will be processed in accordance with the law and our policy.

Experience:

4 years required

Skills:

Product Development, Management, English

Job type:

Full-time

• Service Design for New / Strategic ServicesCoordinate with Product owner and key stakeholders to clarify requirements, craft out scenarios of customer journeys, design E2E service design, prepare communication to customer, customer handling and FAQs.
• Service Design for Experience EnhancementCollect and study data to fine insights on Customer Paint Point and Top Complaints.
• Initiates a new/enhance E2E service design, base on insights and company directions.
• Conduct project feasibility and coordinate with related teams for developments.
• Customer HandlingReviews E2E Customer Handling from incidents caused by network or products / services, with product own. Plan and prepare readiness of touch points and communication.
• Communication and WordingCraft out and review key message, communication, and wording to target customers for related touch points e.g. SMS, eBill, Letter etc.
• Bachelor s or Master s degree in marketing, business or related areas.
• At least 4 years experiences in Service Design or Customer Experience Management.
• Understand scenarios of customer journeys and design E2E service design is advantage.
• Able to work on projects and work with different teams.

Skills:

Management, Thai, English

Job type:

Full-time

• Respond to customer queries in a timely and accurate way, via phone, email, and live chat.
• Identify customer needs and help customers use specific features.
• Maintain quality service while ensuring continuous productivity contribution.
• Follow up with customers to make sure that their concerns, including technical issues, are well addressed.
• Follow up on updates to our internal databases, SOPs, policies, and technical information.
• Review issues in production and report recommendations (for example, by testing different scenarios or impersonating users).
• Share feature requests and effective workarounds with team members.
• Collect customer feedback and share it with our product, marketing, or related teams in order to enhance our products and services.
• Assist in the training of new customer support agents on occasion.
• Bachelor s degree in any field.
• New graduates are welcome.
• Customer-centric mindset means focusing on providing a positive customer experience.
• Strong verbal and written communication skills in both Thai and English.
• Excellent communication, explanation, attention to detail, can-do attitude, and leadership skills.
• Comfortable working in a fast-paced, ambiguous environment.
• Ability to prioritize and manage multiple responsibilities.
• Ability to remain calm and maintain patience during difficult client interactions.
• Flexible working hours, working days (holidays), and ability to work on shifts.
• 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.

Skills:

Management, English

Job type:

Full-time

• Welcome the customers and provide information.
• Coordinating with the various departments to provide customers with more convenient services.
• Coordinating with outsource service, Event preparation staff.
• Oversee and facilitate all aspects of the Thailand and foreign customers in TRUE ICON HALL and Event.
• Bachelor's degree in MICE / Hotel Management, Humanities, English.
• Good interpersonal skill and service mind (Consider from the good personality first).
• Able to work 6 days per week in shift time.8 working hours + 1 hour break per day.
• 2 Shifts (09.30 - 18.30 and 13.30 - 22.30 Hrs.).
• If have experience in Customer service, Retail Business, Hotel, Airline will be an advantage.
• Good communication skill in English.

Skills:

Management, English

Job type:

Full-time

• Welcome the customers and provide information about ICONSIAM.
• Coordinating with the various departments to provide customers with more convenient services.
• Oversee and facilitate all aspects of the Thailand and foreign customers.
• Bachelor's degree in Liberal Arts, Humanities, English / New Graduates are welcome.
• Good interpersonal skill and service mind (Consider from the good personality first).
• Able to work in shift time.
• If have experience in Customer service, Retail Business, Hotel, Airline will be an advantage.
• Good communication skill in English.
• Hours of operation: working 5 days/week.
• 00 a.m.-20.00 p.m.
• 00 a.m.-22.00 p.m.
• Benefit: Base Salary start ฿20,000 + Experience + Toeic Score + Third Language.

Skills:

Good Communication Skills, Management, Japanese, Korean, Mandarin

Job type:

Full-time

• Welcome the customers and provide information about ICONSIAM.
• Coordinating with the various departments to provide customers with more convenient services.
• Oversee and facilitate all aspects of the Thailand and foreign customers.
• Bachelor's degree in Liberal Arts, Humanities: Major in Chinese, Japanese, Korean / New Graduates are welcome.
• Good communication skills in both English and 3rd Language [Chinese, Japanese, Korean].
• Good interpersonal skill and service mind (Consider from the good personality first).
• If have experience in Customer service, Retail Business, Hotel, Airline will be an advantage.
• Able to work in shift time.
• Hours of operation: working 5 days/week.
• 00 a.m.-20.00 p.m.
• 00 a.m.-22.00 p.m.
• Benefi t: Base Salary start ฿20,000 + Experience + Toeic Score + Third Language.

Experience:

1 year required

Skills:

Good Communication Skills, Arabic, English

Job type:

Full-time

• Welcome the customers and provide information about ICONSIAM.
• Coordinating with the various departments to provide customers with more convenient services.
• Oversee and facilitate all aspects of the Thailand and foreign customers.
• Bachelor's degree in Liberal Arts, Humanities: Major in Arabic Language / New Graduates are welcome.
• Good communication skills in both English and 3rd Language.
• Good interpersonal skill and service mind (Consider from the good personality first).
• If have experience in Customer service, Retail Business, Hotel, Airline will be an advantage.
• Able to work in shift time.
• Hours of operation: working 5 days/week.
• 00 a.m.-20.00 p.m.
• 00 a.m.-22.00 p.m.
• Benefit: Base Salary start ฿20,000 + Experience + Toeic Score + Third Language.

Experience:

10 years required

Skills:

Market Research, Research, Project Management

Job type:

Full-time

• Key Leader to drive customer experience to meet customer satisfaction.
• Key leader focus new Big Card member store recruitment.
• Operation host in the "VOC" and assist stores to improve customer experience at store.
• Operation host in customer complain and complement to improve customer experience at store.
• Follow up all customer complain with store to be solved end to end.
• Operation representative for customer incident with store and sue to be solved until the end.
• Improve Cashier and information performance and service to provide good service at check out and information.
• Consolidate customer feedback and collaborate with HO to solve the problem.
• Pilot monthly meeting to improve the customer experience and new service.
• To be Lead meeting with all concern service improvement and process of customer service.
• Using customer insight for customer experience improvement.
• Do Policy and process in part of customer service and information.
• Do visit store to check the standard of employee in store.
• Development manual and training program service improvement.
• Control the Role of cashier and information all store at Hyper, Market, Food Place, Food Service and Depot.
• To be Consult with team and store if have the problem such as cashier process information process and system issues in part of service.
• Bachelor Degree in any related fields.
• Minimum 10 years of experience in Consumer Insights, Market Research function. Direct experience in FCMG companies is preferred.
• Product and Marketing Knowledge, Analytic Skill, Project Management Skill, Detail Oriented, able to multi-task.
• Proactive and Positive Thinking.
• Strong analytical skill with logical thinking process.
• Willingness to learn more about other commercial functions of the organization.

Experience:

2 years required

Skills:

Customer Relationship Management (CRM), English

Job type:

Full-time

• Handle all incoming online channels e.g. E-mail, Facebook, Line and Website efficiently and professionally by following customer service process and ensure the request & complaints have been handling properly within timeline.
• Gather basic information of complaint and capture customer complaints by using CCRP system and / or escalate complaint case to upper level and ensure customer complaints are properly solved.
• Coordinate with various functions e.g. Registration, Collections, Sales etc. to foll ...
• Coach and supervise team, investigate and solve all of issue to better handling day-to-day difficult case as well as verify non-voice channels month end report.
• Handle inquiries & complaints from online channels.
• 2-3 year experience in Call Center/Customer Services.
• Good command of English.
• Bachelor s degree or higher in Business Administration or related fields.
• Minimum 2-3 years of experience in Call Center / Customer Services (In/Outbound/Non-voice).
• Having background in Hire Purchase, Finance or Banking industry would be a plus.
• Good command of English.
• Good communication and problem-solving skills.

Experience:

3 years required

Skills:

Digital Marketing, Data Analysis, English

Job type:

Full-time

• Plan and execute end to end campaign operational procedures thru all related channels such as SMS, outbound, AIS chat, online and shop.
• Design dashboard reports to monitor and evaluate campaign results to improve effectiveness and find out new opportunities.
• In-dept understanding customer needs, preferences, and challenges to design the right offerings throughout customer lifecycle.
• Cooperate with data science team to analyze customer insights and apply ML/AI/predictive models to improve campaign effectiveness.
• Candidate Qualifications:
• Male or Female age not over 35.
• Bachelor/Master s degree in marketing, Data Analytics or Business Administration.
• 2-year experience in Customer relationship management or Digital Marketing Campaign Execution.
• Strong analytical and problem-solving skills with the ability to derive key action from data insight.
• Computer literature especially Excel, SQL, Tableau or coding skill.
• Good command in English Communication and Presentation.
• Ability to work independently and as a team.
• Knowledge background in Telecom industry would be an advantage.

Experience:

2 years required

Skills:

Compliance, Legal, Social media, Thai, English

Job type:

Full-time

• Develop and execute Retail/Promotional marketing campaign for non food Trade Theme (sentiment event) to work with agency and internal team e.g creative, media and channel management in own-paid-earn.
• Work closely with Trade Plan to develop communication for NPD (New Product) on product review across Lotus's Channels as well as brief to influencers promotion page, KOL and KOC including work with local marketing.
• Manage in content develop to build social engagement contents to create the awarenes ...
• Focusing on the day-to-day operations of the owned platforms and developing the guidelines and managing the production flow for contents, ensures quality and compliance with legal, or other regulatory needs.
• Stay up-to-date with digital developments and generate new ideas to draw audiences attention.
• Review content performance with agency report and dashboard in order to have continuous improvement in content and campaign plan.
• Update the team on planned activities, results, competitor activity and test & learn opportunities.
• Follow our Business Code of Conduct and always act with integrity and due diligence.
• Other assignments as deem appropriate.
• Minimum of 2-3 years experience in Content Marketing (creating content tailored to retail audiences will be beneficial.
• Proven track record in a fast-paced environment gained either in-house or agency side.
• Experience with content management tools.
• Exceptional writing skills in Thai/English.
• Excellent communication skills (developing a wide range of material, from social media campaigns to graphic design layouts).
• Strong analytical abilities (evaluate an customers and create material designed to meet business goals).
• Effective project management skills (oversee multiple initiatives).
• Strong technical abilities (such as graphic design skills, copywriting and etc.).
• By applying for this position, you consent to the collection, use and disclosure of your personal data to us, our recruitment firms and all relevant third parties for the purpose of processing your application for this job position (or any other suitable positions within Lotus's and its subsidiaries, if any). You understand and acknowledge that your personal data will be processed in accordance with the law and our policy.

Experience:

2 years required

Skills:

Customer Relationship Management (CRM), English

Job type:

Full-time

• Handle all incoming online channels e.g. E-mail, Facebook, Line and Website efficiently and professionally by following customer service process and ensure the request & complaints have been handling properly within timeline.
• Gather basic information of complaint and capture customer complaints by using CCRP system and / or escalate complaint case to upper level and ensure customer complaints are properly solved.
• Coordinate with various functions e.g. Registration, Collections, Sales etc. to foll ...
• Coach and supervise team, investigate and solve all of issue to better handling day-to-day difficult case as well as verify non-voice channels month end report.
• Bachelor s degree or higher in Business Administration or related fields.
• Minimum 2-3 years of experience in Call Center / Customer Services (In/Outbound/Non-voice).
• Having background in Hire Purchase, Finance or Banking industry would be a plus.
• Good command of English.
• Good communication and problem-solving skills.

Experience:

3 years required

Skills:

Data Analysis, Management, English

Job type:

Full-time

• Business owner of the Escalation management in Thailand.
• Business owner of the L2 team s performance in Thailand.
• Take lead in resolving high-risk escalation from C-level, regulator bodies, including court attending.
• Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop.
• Take lead in driving the Thailand L2 s efficiency, increase the productivity and lower the cost.
• Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation.
• Ensure the customer satisfaction at targeted level.
• Raise the awareness of high-risk escalation through assessment and top friction sharing.
• Other tasks as assigned by the Head of Escalation Management.
• 2+ years of experience in operation and performance management.
• 3+ years of management experience position.
• Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities.
• Excellent interpersonal and communication skills.
• Solid, detail-oriented documentation skills.
• Strong data analysis skills.
• Professional presentation skill.
• Proficiency in both written and spoken English.

Experience:

4 years required

Skills:

Project Management, Creativity, English

Job type:

Full-time

• Understand brand and the marketing mix in order to create brand awareness.
• Build strong brand identity and visibility across all communication channels to reach our target customers and potential customers.
• Bring our brand(s) to life through delivering creative excellence across all customer touch points within a our customer communications.
• Work with our agencies including briefing, creative development and sign off with stakeholders.
• Collaborate with Media Planning and in-store marketing teams to translate the brief into all customer touch points to land one seamless campaign.
• Work alongside Communications insight teams to utilize communications testing to continually craft, evolve, learn and sharpen our comms assets so that they are fit for purpose in delivering our communications Jobs to be done.
• Manage the budget and forecasting of all communications assets production & ongoing commitment to efficiencies where applicable.
• Manage project timeline and stakeholders.
• Follow our Business Code of Conduct and always act with integrity and due diligence.
• Other assignment as it deems appropriate.
• High caliber and fast growing talent who has 4-6 Years from High pressure & Fast-moving environment Business.
• Experience in Brand / Communication / Campaign Management from Large corporate or Leading Agencies.
• Excellent in operational marketing communication with strong Logic.
• Experienced IMC across online / offline channels.
• Project management.
• Presentation skill.
• Critical thinking.
• Creativity.
• Fast with Quality.
• Turn complexity into simplicity.
• Turn data into actionable insight.
• Develop a consistent brand expression.
• Brand communication & IMC experiences.
• Create outstanding retail experiences.
• By applying for this position, you consent to the collection, use and disclosure of your personal data to us, our recruitment firms and all relevant third parties for the purpose of processing your application for this job position (or any other suitable positions within Lotus's and its subsidiaries, if any). You understand and acknowledge that your personal data will be processed in accordance with the law and our policy.

Skills:

Multitasking, Enthusiastic, Excel, English, Thai

Job type:

Full-time

• 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.
• 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.

Experience:

3 years required

Skills:

Excel, Project Management, English

Job type:

Full-time

• BPO - WFM management 6 venturesAllocate country volume to all vendors within the specified timeframe.
• Audit staffing schedule and offer feedback to ensure that the SLA of 30 seconds is met consistently in each interval.
• Conduct weekly and monthly WFM performance reviews with vendors.
• Working closely with vendor for performance improvement.
• Create or revamp vendors reports templates.
• Project & InitiativesConduct an analysis of the country or SEA level performance and commence a project aimed at enhancing key performance indicators (KPIs).
• Engage in projects at function or department level Report.
• Provide a weekly and monthly summary of performance to the function lead [BAU].
• Conduct adhoc analysis as required.
• Fundamental understanding of contact center operations, prediction of workload, and allocation of resources.
• 3-5 years of experience in operations or process improvement roles.
• Excellent communication skills as this role will required collaboration and alignment with multiple teams.
• Strong analytical skills to conduct data-driven decisions.
• Creative in problem-solving.
• Proficient in Project Management.
• Proficient in Excel and PowerPoint.
• Adaptable availability and willing to put in additional effort.
• This role can be based in other SEA countries that Lazada has presence in.