Customer Service

Requirements

• Job Responsibilities
• Respond to customer inquiries via Call Center, LINE Official Account (LINE OA), and Facebook (Inbox and comments) within the defined SLA.
• Handle customer complaints regarding beverage quality, staff service, and incorrect or delayed delivery orders, and record tickets by complaint type and branch.
• Escalate cases to Branch Supervisors or Area Managers for follow-up until resolution, and communicate the outcomes to customers.
• Provide customer compensation in accordance with the Service Recovery Policy (e.g., coupons or replacement drinks) within the approved authorization limits.
• Respond to inquiries regarding promotions, membership systems and points, menus, new branch openings, and operating hours.
• Monitor branch reviews on Google Maps, Grab, and LINE MAN, and alert relevant branches when their ratings decline.
• Prepare weekly reports summarizing the Top 5 customer complaint issues and branches with the highest complaint volumes, and submit them to the Operations (OP) and Operation Excellence teams.
• Update FAQs and customer service response scripts in collaboration with the Marketing team whenever new campaigns are launched.

Qualification

• Diploma or Bachelor's degree in any field.
• At least 1 year of experience in Customer Service, Call Center, or Social Media Admin. Experience in the F&B or retail industry is a plus.
• Fast Thai typing skills, excellent communication and interpersonal skills, and the ability to handle dissatisfied customers professionally.
• Available to work Wednesday through Sunday, including Saturdays and Sundays.