Bilingual Customer Service Representative (Korean or Thai Speaking)

We are seeking a customer-focused, articulate, and empathetic Bilingual Customer Service Representative fluent in Korean or Thai (alongside working proficiency in English) to join our team.

In this role, you will act as the frontline representative for our brand across our target markets. You will handle inquiries, troubleshoot issues, and ensure exceptional customer experiences across multiple channels including email, live chat, social media, and phone.

Key Responsibilities

• Customer Support Delivery: Respond to incoming customer inquiries promptly and professionally in Korean or Thai (and English as required) via email, chat, messaging apps, or phone calls.
• Issue Resolution: Troubleshoot, investigate, and resolve product or service issues, billing inquiries, account problems, or order tracking requests.
• Escalation Management: Identify complex or high-priority issues and escalate them accurately to senior support teams, technical leads, or management.
• Quality & Performance: Maintain key performance indicators (KPIs) such as First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and average handle times.
• Documentation: Record detailed logs of customer interactions, complaints, and resolution steps in our Customer Relationship Management (CRM) platform.
• Feedback Loop: Partner with quality assurance and product teams to share recurring customer pain points and localized feedback.

Qualifications & Requirements

• Language Skills:
• Native or professional fluency (written and verbal) in Korean OR Thai .
• Conversational to professional proficiency in English (for internal team communications, documentation, and reporting).
• Experience: 1+ years of experience in a customer-facing role (e.g., call center, helpdesk, e-commerce support, or hospitality) preferred.