เจ้าหน้าที่บริการลูกค้า (Customer Experience and Sales) สื่อสารภาษาจีน

Customer Support Officer (CS Officer)Position Title: Customer Support Officer

Key Responsibilities:

• Advanced Support: Resolve complex issues regarding KYC, international money transfers, foreign exchange (FX) rates, and technical concerns on the website/app.

• Omnichannel Service Excellence: Respond to chats, emails, and phone calls with a service-oriented mindset to maintain strong customer relationships and maximize satisfaction.

• Growth Support: Proactively recommend products, special offers, and marketing campaigns to drive registrations, account approvals, and transaction success.

• KYC Verification: Verify and approve identity documents (KYC/CDD) in strict accordance with company standards and regulatory requirements.

• Account Management: Manage personal data updates and coordinate account modifications or closures to ensure a seamless process.

• Internal Liaison: Act as a central point of contact between departments to follow up on and expedite the resolution of customer issues.

• Complaint Handling: Promptly manage and resolve customer complaints to minimize negative impact and protect the company’s reputation.

• Data Security: Strictly comply with company regulations and PDPA policies to safeguard customer confidentiality.

• Communication Quality: Monitor Chatbot accuracy and improve response templates to ensure precise and professional communication.

• Service Analysis: Consolidate customer feedback and issue reports to propose ideas for system enhancements and process optimization.

• Retention Support: Analyze customer behavior to offer tailored solutions and strengthen long-term relationships.

• Operational Reporting: Prepare daily and monthly performance summaries to evaluate service efficiency and trends.

• Other Assignments: Support additional tasks as assigned to achieve the overall goals of the team and organization.

• Promote company products, services, referral programs, and marketing campaigns to prospective and existing customers.

• Encourage customer registrations, KYC completion, account activation, and successful transaction execution.

• Identify customer needs and recommend suitable solutions to increase engagement, conversion, and transaction volume.

• Support customer acquisition and retention initiatives to achieve business growth targets.

Qualifications:

• Education: Bachelor’s Degree or higher in Finance, Economics, or a related field.

• Experience: 1–2 years in Customer Support (Direct experience in FinTech, Banking, or Money Transfer is highly preferred).

• Expertise: Solid understanding of international payment systems, FX, KYC/CDD, and digital financial transaction regulations.

• Service Mindset: Strong service orientation with high emotional intelligence; ability to remain calm and decisive under pressure.

• Key Skills: Exceptional attention to detail, professional and empathetic communication, active listening, and the ability to solve immediate problems within established frameworks.

• Mindset: A strong "Can-do" attitude with a readiness for new challenges; highly adaptive and flexible in a fast-paced environment.

• Communication: Excellent negotiation and de-escalation skills with the ability to turn stressful situations into positive customer experiences.

• Language Skills: Fluency in Chinese and Thai, with strong proficiency in both written and spoken communication (required).

• Digital Skills: Proficient in Google Workspace and Customer Relationship Management (CRM) systems.

• Technical Skills: Proficient in Google Workspace and Customer Relationship Management (CRM) tools.

• Compliance Awareness: Highly meticulous in document verification following company policy and PDPA standards.

• Flexibility: Ability to work on weekends or public holidays according to the designated shift schedule.