• Leading customer experience (CX) team to offer service as the best in class.
• Being main counterpart with regional/hub service team to craft the best practical service strategies in Thailand.
• Work closely with regional team to implement customer experience project/ assignment to Thailand market. And make a smooth transition of each assignment.
• Conduct the inbound call and outbound feedback loop for scheduling of installation, services, and relevant after-market service support with Installation/Service Team.
• Principal lead for external and internal customers for service-related topics and main coordinator for relevant concerns for product and marketing.
• Oversees the back-end customer service support for installation and service requirement for ASSA ABLOY / YALE electromechanical (i.e. Digital Door Locks, Hotel Locks) in close collaboration with the company’s outsourced customer service centre.
• Supervises zonal and scheduling for installation, service, and product support in close coordination with outsourced call centre and relevant internal stakeholder.
• Supervises the team to render oversight function on job orders assigned to the Installation and Service representative (ISR) Team in concern with Team Lead and Technical Marketing Lead.
• Direct process ownership and steering for customer care and after-market service in line with pertinent developing framework.
• Drives customer care handling (CCH) for direct end-users and channel partners, in close partnership with product and relevant sales team/s for resolution.
• Managing service CRM for Thailand market and managing customer service data base
• Supervision of product support communication channels.
• Other assignments related to customer experience improvement.

• Strong service mind and problem solver.
• Having project management skill
• Process build-up, multi-tasking, and organizational skills.
• Have working knowledge and touchpoint experience on customer service (inbound and outbound) and customer care handling.
• Good grasp of Microsoft office applications: Excel, Power point, Document, Outlook, and scheduling software/tool (i.e. internal CRM, etc).
• Business communication, customer contact, and presentation skills.
• English proficiency is a MUST