Customer Service Representative

About Oliver James Lilos

Oliver James Lilos is a luxury brand that makes upholstered inflatables to enable rest, connection, and play. Our design-first ethos has seen the brand grow to one of the most formidable leaders in the space, and has connected to customers in homes, hotels, resorts, and yachts around the world.

Our team is based in Bangkok, at a temporary office in Phra Khanong.

The role

We are searching for a Customer Service Representative to lead all customer interactions and processes on behalf of Oliver James Lilos.

The Oliver James Lilos customer is discerning, determined, detail-oriented, and highly motivated. Our products are delivered to designers, hotel operators, superyacht outfitters, architects, and regular consumers. The Customer Service program is crucial to the brand’s success, and involves careful dealings with many different DTC and B2B customers.

The right candidate will be a capable and confident communicator, an organised connector, and empathetic advocate for customers, partners, and suppliers. The Customer Service Representative will report to the Head of Operations, and will be expected to own all aspects of the CS program.

Your day to day responsibilities will include:

• Responding to customer queries and communications across multiple channels.

• Logging, progressing, and resolving customer service tickets.

• Preparing documentation for shipping, customs, finance and sales.

• Coordinating with the Operations department for repair, service, warranty, shipping, and orders.

• Reporting on behalf of customers to help inform Marketing and Production decisions.

• Maintaining standard operating procedures for all customer complaints and queries.

• Filtering all incoming correspondence and assigning tasks to the relevant departments.

• Gathering, collating, and reporting on performance across all responsibilities.

• Reviewing, tweaking, and proposing improvements to all processes.

Necessary Qualifications

• English language fluency, both spoken and written. Testing will be conducted.

• Bachelor’s Degree in Communications, English, Literature, Marketing, or similar.

• 3+ years of professional experience in Customer Service roles, with English correspondence forming a major part of the role

• Familiarity with CRM processes and platforms

• Thai National

Bonus Qualifications (Nice to Have)

• AI literacy: uses AI tools (Claude, etc.) with judgment, not as a substitute for thinking

• Understanding of VoC and satisfaction data gathering methodologies.

• Familiarity with HubSpot

• Understanding of business finance basics including quotations, invoices, and tax settings.

Location: On-site in Phra Khanong, Bangkok

Employment: Full-time

Compensation: Competitive salary with insurance included

To apply:

1. Submit a short introduction and resume to [email protected]

2. Complete a language test

3. Shortlisted candidates will be invited to interview

4. The successful candidate will receive an offer